AccountId: 011433970860
ContactId: 080ec1d2-35e4-4a39-96f9-9c553a62dfe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164979 ms
Total Talk Time (AGENT): 73166 ms
Total Talk Time (CUSTOMER): 46133 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/080ec1d2-35e4-4a39-96f9-9c553a62dfe6_20250502T14:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII]. I'm calling from a facility and I was needing to get benefit information on a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is 025.
[CUSTOMER][NEUTRAL] 44684
[AGENT][POSITIVE] OK, thank you so much and give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling to verify benefits for this patient, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm showing an effective date of [PII]. She is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Uh, ambulatory surgical center.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, under this patient's policies, it's limited a medical indemnity plan, and it doesn't have any benefits for outpatient surgery facilities.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] They have benefits for like inpatient confinement and only thing for outpatient is ER urgent care. So it doesn't cover for an outpatient surgery facility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So if
[CUSTOMER][NEUTRAL] Could she call and get it put on?
[AGENT][NEUTRAL] Uh, it's not offered with her policy through her group.
[CUSTOMER][NEUTRAL] Like get outpatient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, can I just have a reference number and then.
[CUSTOMER][NEUTRAL] Uh, your first name, sorry.
[AGENT][NEUTRAL] Uh, reference number you used, my name is state state and it's Kiki, K E K E last initial Q as in Quebec.
[AGENT][NEUTRAL] And is there anything else I can assist you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Alright thank you
[CUSTOMER][NEGATIVE] Uh, no thank you.
[AGENT][POSITIVE] OK, well I thank you for calling APL and you have a great day and weekend.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] OK bye.