AccountId: 011433970860
ContactId: e74a6fbe-406d-44c3-abd1-e980de3c3bb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109099 ms
Total Talk Time (AGENT): 51760 ms
Total Talk Time (CUSTOMER): 37438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e74a6fbe-406d-44c3-abd1-e980de3c3bb0_20250313T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] All right, I'm happy to check benefits and eligibility today. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02450098 M like Mary L like Larry 8.
[AGENT][POSITIVE] Thank you. Let me pull this up.
[AGENT][NEUTRAL] And if I could grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] First name is [PII], callback number is [PII], and I'm sorry, your name was again?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] No problem, [PII]. Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on this is [PII] or the member's secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][POSITIVE] Perfect, I'm looking for outpatient benefits please.
[AGENT][NEUTRAL] OK, let's see what their outpatient benefit max is.
[AGENT][NEUTRAL] This patient plan has a benefit max per calendar day and that is $750.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, sir, that was actually all I needed thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] Goodbye.