AccountId: 011433970860
ContactId: fcef4746-a998-4a44-8c2d-c35ef74f96a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129538 ms
Total Talk Time (AGENT): 56464 ms
Total Talk Time (CUSTOMER): 52329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/fcef4746-a998-4a44-8c2d-c35ef74f96a7_20250604T13:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] from the Outpatient center Point Beach calling to get benefits and eligibility.
[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] [PII] no extension and did you say your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh nice name my my best friend's name.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] Oh, thank you. And do you have the
[CUSTOMER][NEUTRAL] I'll remember that.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I do, um, I have 02616247 and then M as in Mary, L as in love 7.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] And yeah effective date.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] The policy is active.
[AGENT][NEUTRAL] Is it for
[CUSTOMER][NEUTRAL] And I just need to know how you yeah, outpatient surgery, how you coordinate with uh the primary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, any benefits given over the phone is not a guarantee of payment. It does coordinate with the primary. We only pick up whatever they apply to their deductible, co-pay or co-insurance up to $500 per calendar day.
[CUSTOMER][NEUTRAL] 6 up to $500 per sorry I'm writing this down calendar day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] Alright and then do you give reference no do you give reference numbers or just your name in today's state?
[AGENT][NEUTRAL] Just my name in today's date.
[CUSTOMER][POSITIVE] Awesome thank you you have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling ACLU as well.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.