AccountId: 011433970860
ContactId: fe0c3ae1-5f4f-47f5-882b-49116970de5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154380 ms
Total Talk Time (AGENT): 70990 ms
Total Talk Time (CUSTOMER): 69889 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/fe0c3ae1-5f4f-47f5-882b-49116970de5d_20250416T12:51_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I need to get eligibility and benefits for two mutual patients, please.
[AGENT][NEUTRAL] Yes, I can help with eligibility and benefits, and I'm sorry, I didn't catch your name. I, sorry.
[CUSTOMER][NEUTRAL] It's Day. No, it's OK. It's Day. It's [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, OK, great. Thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] So for the first patient is 02291433 M as in Mary, L as in love, 7.
[AGENT][POSITIVE] I appreciate that. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you. I'm looking that up if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][POSITIVE] I appreciate that. Her policy is active. It went into effect on [PII], um.
[AGENT][NEUTRAL] Now, the policy picks up the deductible, co-payment or co-insurance for in and out of hospital settings. Um, is there anything in particular that I could look up for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I know that her outpatient benefit limit is 1500. I just need to know if she's met anything towards that.
[AGENT][NEUTRAL] OK, so for the calendar year.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It doesn't look like she's used any of her benefits at all, so it looks like that's all going to be available.
[CUSTOMER][POSITIVE] Perfect. And lastly, reference number for this patient?
[AGENT][NEUTRAL] Uh, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] You got it and then I do have one last patient whenever you're ready.
[AGENT][NEUTRAL] Yes, and what is that policy number?
[CUSTOMER][NEUTRAL] Policy number is 02022166M as in Mary L as in 7.
[AGENT][NEUTRAL] Thank you. And their name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Now, are we wanting the benefits of the calendar your balance? I can do both.
[CUSTOMER][NEUTRAL] The calendar year balance I know outpatient is 3500. Just need to know if anything has been met.
[AGENT][NEUTRAL] Not a thing. So, uh, as before, there nothing has been used on this, so it's all going to be available.
[CUSTOMER][NEUTRAL] You got it and then same reference number correct?
[AGENT][POSITIVE] Uh, that's correct, yes.
[CUSTOMER][POSITIVE] Alrighty perfect [PII] thank you so much for all your help.
[AGENT][POSITIVE] Mhm thanks for contacting AP have a good day.