AccountId: 011433970860
ContactId: ec70d153-2141-43ea-8014-cae593a5d531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128660 ms
Total Talk Time (AGENT): 46199 ms
Total Talk Time (CUSTOMER): 42548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ec70d153-2141-43ea-8014-cae593a5d531_20250515T14:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Policy number on file is 01622841 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and were you just needing benefits?
[CUSTOMER][NEUTRAL] Uh, yes, for outpatient please.
[AGENT][NEUTRAL] OK, I can give those to you. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever their primary applies to their deductible, co-pay, or co-insurance only, we'll pay up to $500 per calendar day for outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. That was actually all I needed, [PII]. Thank you so much for your help and have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye-bye.