AccountId: 011433970860
ContactId: e78f26ad-4759-450e-96dc-b0af7bec9ec7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146360 ms
Total Talk Time (AGENT): 41097 ms
Total Talk Time (CUSTOMER): 70120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/e78f26ad-4759-450e-96dc-b0af7bec9ec7_20250502T19:44_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]. This is [PII]. I'm calling from the provider's office for checking on an eligibility and benefit status for the patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] The member ID is 02456724.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's full name is [PII]
[CUSTOMER][NEUTRAL] [PII] is the date of birth.
[AGENT][NEUTRAL] OK, it looks like this policy is effective [PII]. It's currently active, no term date.
[AGENT][NEUTRAL] You need benefits for outpatients?
[CUSTOMER][NEUTRAL] You want to please help me.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, ma'am, before that, can you please help me with the group number?
[AGENT][NEUTRAL] My group number is.
[AGENT][NEUTRAL] 17222.
[CUSTOMER][NEUTRAL] Uh, and is this, uh, supplemental gap policy or just?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Oh, thank you. Uh, and, uh, I need the deductible amount, ma'am.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, basic outline of the policy. Um, there's no deductible. It pays $500 per covered person per occurrence.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And is the same mailing address [PII]?
[AGENT][NEUTRAL] Yes, [PII]. Yes.
[CUSTOMER][NEUTRAL] 24897. 0 thank you. Payer ID 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Thank you. And uh um uh is there any policy number for our policy or I can use your name?
[AGENT][NEUTRAL] Uh, my name and today's date.
[CUSTOMER][POSITIVE] Oh, thank you so much again. Thank you so much for assisting me today. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.