AccountId: 011433970860
ContactId: 022fa383-67ca-4838-98b8-a42c6ec835dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280519 ms
Total Talk Time (AGENT): 68913 ms
Total Talk Time (CUSTOMER): 55176 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/022fa383-67ca-4838-98b8-a42c6ec835dd_20250205T14:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling to check a secondary insurance benefits for outpatients.
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected? I can call you back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 2, I'm sorry, 02509837.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hold on just a moment, I'm getting that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] I'm sorry about that.
[CUSTOMER][POSITIVE] No, OK, no worries. I have dogs myself, don't worry.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm sorry about that. The effective date is [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance for outpatient, we'll pay up to $8700.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][NEUTRAL] OK, so covers you said 750?
[AGENT][NEUTRAL] 8700 per calendar year for outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have they used any of the 7800?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No, ma'am. They haven't used anything for this year.
[CUSTOMER][POSITIVE] OK perfect thank you so much. Can I have your I mean your first and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.