AccountId: 011433970860
ContactId: eb4d83b4-3fa6-4ee8-96aa-2ae8bc06d6a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165419 ms
Total Talk Time (AGENT): 67439 ms
Total Talk Time (CUSTOMER): 55192 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/eb4d83b4-3fa6-4ee8-96aa-2ae8bc06d6a0_20250605T19:20_UTC.wav
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[AGENT][POSITIVE] Thank you. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi um good afternoon I was calling to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK. Happy to check on benefits and eligibility. What is the patient policy number?
[CUSTOMER][NEUTRAL] That is 02556489 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. What is patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Their effective date on here is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK, and would that include the um.
[CUSTOMER][NEUTRAL] Actual office is it for the patient?
[AGENT][NEUTRAL] Let me double check on that cause sometimes it only covers treatment. Um, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So their outpatient max is 8700 and it does not include the physician office visit fee. That's not a covered charge.
[CUSTOMER][NEUTRAL] OK, and then have they met anything towards that um 8700?
[AGENT][NEUTRAL] Let's see one moment.
[AGENT][NEGATIVE] No, it doesn't look like anything has been used thus far.
[CUSTOMER][NEUTRAL] anything
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and then if I can just go ahead and get your name one more time, the first initial to your last name and a reference number.
[AGENT][NEUTRAL] Yeah, absolutely. My name is [PII], that's [PII] Last [PII] [PII].
[CUSTOMER][NEUTRAL] Absolutely my name is [PII] that's.
[AGENT][NEUTRAL] And the call references my name with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK alrighty sir, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.