AccountId: 011433970860
ContactId: eb4db1ef-fdfa-4e50-baa3-aadfa320010a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96599 ms
Total Talk Time (AGENT): 39449 ms
Total Talk Time (CUSTOMER): 39099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/eb4db1ef-fdfa-4e50-baa3-aadfa320010a_20250505T18:56_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], my name is [PII]. I was calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] Great, [PII], happy to check benefits and eligibility. What's her policy number?
[CUSTOMER][NEUTRAL] OK, policy number I have on file is, sorry, one second please 02587814 M like Mary L like Larry number 8.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and what is the outpatient benefits please?
[AGENT][NEUTRAL] Let's see what that limit is one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So it looks like on this member's plan their benefit max is per calendar day and that's $3000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, $3000 per day, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. That is actually all I needed thank you so much, [PII], for your help and have a wonderful day.
[AGENT][NEUTRAL] You too, [PII] bye bye.
[CUSTOMER][NEUTRAL] Goodbye