AccountId: 011433970860
ContactId: e9d0c922-b2f9-462a-a3b2-a8999af83dad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124980 ms
Total Talk Time (AGENT): 43961 ms
Total Talk Time (CUSTOMER): 45219 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e9d0c922-b2f9-462a-a3b2-a8999af83dad_20250425T20:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Memorial Preservices department. I was trying to check, uh, patients eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 02599290, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I show the policy is effective [PII] currently active.
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] And you said for outpatient hospital benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, so this is a secondary gap plan which will pay after primary pays, um, potentially picking up deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] And her benefit is
[AGENT][NEUTRAL] $300 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And um I think that's it.
[CUSTOMER][NEUTRAL] Uh, can I get a reference number, please?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name, D as [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too. Bye.