AccountId: 011433970860
ContactId: f359c532-33c2-4aa2-b815-db7776c5f719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200369 ms
Total Talk Time (AGENT): 76395 ms
Total Talk Time (CUSTOMER): 50170 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f359c532-33c2-4aa2-b815-db7776c5f719_20250408T19:36_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. I'm calling to get the benefits for patients uh gap insurance.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII] callback number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have here 60801.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK. Um, that policy number, that's
[AGENT][NEUTRAL] Is that the number you have on file? That's actually our our payer ID is 60801.
[CUSTOMER][NEUTRAL] That's what we have here.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] In the social
[CUSTOMER][NEUTRAL] Um, no, they didn't provide the social.
[AGENT][NEUTRAL] OK, I'm sorry. OK, can you spell that last name for me again?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and you said the first name was [PII]
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, let's get this pulled up.
[AGENT][NEUTRAL] Let me give you a policy number that way you can file that um is 243-842-1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] And did you say eligibility or benefits or both?
[CUSTOMER][NEUTRAL] Uh, both
[AGENT][NEUTRAL] OK, perfect. Um, let's see. So he is effective [PII]. Policy is currently active. This is not a guarantee of payment. It's a basic outline of the policy. Is this gonna be for outpatient?
[CUSTOMER][NEUTRAL] Yeah for outpatient, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um let's see.
[AGENT][NEUTRAL] OK, looks like the outpatient benefit is a benefit of 7500 per calendar year.
[CUSTOMER][NEUTRAL] OK. Has anything been used yet?
[AGENT][NEUTRAL] Uh, let's see
[AGENT][NEUTRAL] Uh, looks like he's just used $20.01.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.