AccountId: 011433970860
ContactId: 07fc73de-7b99-412b-9d8a-ee774fb8be97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139889 ms
Total Talk Time (AGENT): 60883 ms
Total Talk Time (CUSTOMER): 58608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/07fc73de-7b99-412b-9d8a-ee774fb8be97_20250211T18:44_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] My name is [PII], and I'm calling from Holy Cross Hospital. How are you today, [PII]?
[AGENT][NEUTRAL] I'm doing fine. How are you? And how do you spell your name?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. It is.
[CUSTOMER][NEUTRAL] 022 03953 M as in Mary, L 7.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Her date of birth?
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you, were you just needing benefits or claim status?
[CUSTOMER][NEGATIVE] No benefits.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. Is this for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient services.
[AGENT][NEUTRAL] OK, this policy coordinates with the primary insurance. Whenever the primary applies to their deductible, co-pay or co-insurance for outpatient, we'll pay up to $6000 per calendar year.
[CUSTOMER][NEUTRAL] OK then. Thank you very much, [PII], could I have the initials of your last name?
[AGENT][NEUTRAL] It is this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you very much and a reference number for the call.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much and you have a wonderful evening.
[AGENT][POSITIVE] Thank you, [PII] for calling APLU as well.
[CUSTOMER][POSITIVE] OK then thanks.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright, OK.