AccountId: 011433970860
ContactId: e8b66bae-5c22-4aaa-a36e-0f01d2d9f9dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115430 ms
Total Talk Time (AGENT): 56096 ms
Total Talk Time (CUSTOMER): 34818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e8b66bae-5c22-4aaa-a36e-0f01d2d9f9dd_20250103T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I'm needing to confirm a patient's eligibility and benefits.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits and eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 1487439.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name [PII], last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. And are we looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Medical, OK. Patient plan is active. The effective date on this is [PII] and patient is still active, no termination date.
[CUSTOMER][NEUTRAL] Alright, and do they have specific benefits um such as like deductible, uh, out of pocket accumulations, co-insurance, co-pays?
[AGENT][NEUTRAL] Let's see, so this is a limited benefit plan. There's no deductible or co-pay, it's just gonna pay a set amount depending upon what they're being seen for.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Got it, got it.
[CUSTOMER][NEUTRAL] Alright, and can you repeat your name for me?
[AGENT][NEUTRAL] Yeah, not a problem. My name is [PII], that's spelled [PII] and the last initial to my name is [PII]. That is the call reference but today's date.
[CUSTOMER][NEUTRAL] OK, so [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alright, thank you so much for your assistance, Miss [PII]. That'll be all.
[AGENT][POSITIVE] All right, you have a good day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye bye.