AccountId: 011433970860
ContactId: 01a12dee-5877-4639-84a4-6a0f98e38d8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210889 ms
Total Talk Time (AGENT): 71629 ms
Total Talk Time (CUSTOMER): 77011 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/01a12dee-5877-4639-84a4-6a0f98e38d8b_20250107T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and my nie, my last name is [PII].
[CUSTOMER][NEUTRAL] And I'm so sorry, I didn't hear your name. You say your name is [PII] or [PII]?
[AGENT][NEUTRAL] Try with a [PII]
[CUSTOMER][POSITIVE] [PII]. Perfect.
[AGENT][NEUTRAL] [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you and how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check in if a patient has outpatient benefits, please.
[AGENT][NEUTRAL] OK, I can help you with benefits. Can you please give me the patient's name?
[CUSTOMER][NEUTRAL] Yes. Patient name is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] Patient's date of birth is [PII].
[AGENT][NEUTRAL] And the patient's policy number, please?
[CUSTOMER][NEUTRAL] And the policy number, it is 02337106 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK, let me pull in that policy for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that uh [PII] does have an active policy.
[AGENT][NEUTRAL] Her effective date is [PII], and this is just to verify coverage. It's not a guarantee of payment. She does have an outpatient calendar year benefit of $1000. This is a gap insurance that helps with deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] Perfect. You said she has $1000 per calendar year?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And do you know Ms. Sorry, if she already has
[CUSTOMER][NEUTRAL] Uh, use any of those towels?
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, she has not used anything for the year of [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Remaining
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Ms. [PII], can I have the initial of your last name and uh um your time zone, please?
[AGENT][NEUTRAL] Yes, um, the initial of my last name is [PII] and I'm at Central Time zone.
[CUSTOMER][POSITIVE] Central time perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][NEUTRAL] Bye bye now.