AccountId: 011433970860
ContactId: fe08c905-b51a-4b8d-85f0-3d1353d69bca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105400 ms
Total Talk Time (AGENT): 60319 ms
Total Talk Time (CUSTOMER): 31400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/fe08c905-b51a-4b8d-85f0-3d1353d69bca_20250107T16:43_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], this is [PII] at JCMG. Can I check benefits for the eligibility, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely, so do you have the uh patient's policy number?
[CUSTOMER][NEUTRAL] I do. It is 01914922.
[AGENT][POSITIVE] All right, thank you so much and let me pull this up here. Do you have a good call back number also, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date on this is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so it pays 100% of what the primary does not pay, correct?
[AGENT][NEUTRAL] Yeah, and are we looking for like outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah, it's for an um an MRI.
[AGENT][NEUTRAL] OK, so looks like the patient plan, the calendar max for the year for the outpatient is $2000 so it does have a limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number for our call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial and then today's date. My name again is [PII], that's spelled [PII] The last initial to my name is going to be [PII].
[CUSTOMER][POSITIVE] OK, thanks so much for your help, [PII]. Have a good day.
[AGENT][NEUTRAL] You too, so