AccountId: 011433970860
ContactId: efaf5fbc-85b9-4049-9f21-833b484a87c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148460 ms
Total Talk Time (AGENT): 48809 ms
Total Talk Time (CUSTOMER): 52568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/efaf5fbc-85b9-4049-9f21-833b484a87c0_20250321T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, my name is [PII], and I am calling for um eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get you eligibility and benefits. Do you have the policy ID?
[CUSTOMER][NEUTRAL] Um, it'll be 02243512.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Because you're on the
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a basic outline of the policy. I show her active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Get those pulled up.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for her outpatient benefit she has a $2550 calendar year maximum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're
[CUSTOMER][NEUTRAL] Has she used towards it at the end of the day we'll go.
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] I do not show that she's used anything so far this year.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] Uh, my name is [PII]. Last initial [PII], and then just please note that we'll need a primary explanation of benefits when you do file that claim.
[CUSTOMER][NEUTRAL] Yes, got it. OK, and let me go ahead and get a reference number for this call, please.
[AGENT][NEUTRAL] Uh, it's just my first name, last initial, and then today's date.
[CUSTOMER][POSITIVE] Got it. Alrighty then well thank you very much.
[AGENT][POSITIVE] OK thank you [PII] have a great weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Likewise thank you.
[AGENT][NEUTRAL] Mhm