AccountId: 011433970860
ContactId: 0aece5bf-b389-4bb8-877a-9c678f159f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 57709 ms
Total Talk Time (CUSTOMER): 39370 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/0aece5bf-b389-4bb8-877a-9c678f159f59_20250221T16:33_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good morning. So my name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][POSITIVE] Sure, I can assist you with that patient benefits, [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and um where are you calling from?
[CUSTOMER][NEUTRAL] Pembroke Pink imaging.
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's 01484256.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you, [PII]. And you say you need outpatient benefits. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is one of our secondary supplemental plans in the major medical. We have an outpatient maximum of 2500 per cover person per calendar year.
[CUSTOMER][POSITIVE] Perfect. And then has the patient used up any of benefits for this year?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] As of today, they have not used their benefits, so the full amount is still available.
[CUSTOMER][NEUTRAL] OK, and then lastly, would you mind just give me the effective date of the policy?
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] That is [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] Perfect. All right, so those are the only questions I have. Thank you so much for your help and I hope you have a great weekend, OK?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You as soy and thank you for calling ATO. Bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Yeah.