AccountId: 011433970860
ContactId: e65642c0-47b5-4b0c-8cf6-eb999f839251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177369 ms
Total Talk Time (AGENT): 71904 ms
Total Talk Time (CUSTOMER): 64745 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e65642c0-47b5-4b0c-8cf6-eb999f839251_20250303T15:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Call APO. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I have 2 patients that I need to get eligibility and benefits for, please.
[AGENT][POSITIVE] Sure, I can assist you with that. I have your name and a callback number.
[CUSTOMER][NEUTRAL] Of course. So my name is uh [PII], and the best callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Got you. Do you, could you verify the patient's policy number for me?
[CUSTOMER][NEUTRAL] Of course, it's 025578885.
[AGENT][NEUTRAL] Thank you, can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] And you're calling to verify benefits for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] This member's policy has outpatient benefits of $2000 per calendar year, and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Has she made anything towards that $2000 limit?
[AGENT][NEUTRAL] She has not utilized any of her benefits for [PII].
[CUSTOMER][POSITIVE] Perfect. And reference number for this patient, please?
[AGENT][NEUTRAL] We don't provide reference numbers. However, you can use my name and today's date of reference. Could you verify [PII]'s date of birth again for me?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] And then I do have one more whenever you're ready, my love.
[AGENT][NEUTRAL] Give me one moment to make a note on this one.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Alrighty, what's the next policy number?
[CUSTOMER][NEUTRAL] 02589500, M as in Mary, L as in love, and then 8.
[AGENT][NEUTRAL] Uh, can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course, [PII], date of birth is [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. You're calling to verify outpatient benefits just outpatient benefits of $1000 per calendar day, and this is not a guaranteed benefit. That's a disclaimer of the policy coverage.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You said it's 1000 a day?
[AGENT][POSITIVE] Yes, that's correct Hay.
[CUSTOMER][POSITIVE] OK, perfect. 1000 daily. Alrighty, my love, thank you so much [PII].
[AGENT][POSITIVE] You're welcome, thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.