AccountId: 011433970860
ContactId: 0adf7343-c31f-4eba-a759-e0b043ad8a5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146839 ms
Total Talk Time (AGENT): 73530 ms
Total Talk Time (CUSTOMER): 46160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0adf7343-c31f-4eba-a759-e0b043ad8a5b_20250303T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to verify um benefits on the location and see how much you guys will be picking up for him.
[AGENT][NEUTRAL] OK, I can help you with benefits. Can I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII] I. The facility is Weston Outpatient Surgical Center.
[AGENT][NEUTRAL] OK and then what is your callback number please [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, I have it as [PII] 61166 policy 1202199611 ML 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I do show that [PII], I'm sorry, does have an active policy, and the effective date of the policy is [PII], and this is just to verify benefits it's not a guarantee of payment. This is a supplemental insurance policy. It is a gap insurance that helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the insured has an inpatient benefit amount per calendar year of $7000 and then he also has an outpatient per calendar day benefit of $200.
[CUSTOMER][NEUTRAL] $200 OK.
[CUSTOMER][NEUTRAL] $200. OK, perfect. And what did you say your name is?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. I appreciate your help.
[AGENT][POSITIVE] You're welcome [PII]. I hope you have a good week and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.