AccountId: 011433970860
ContactId: 0cc09c2c-b619-4566-acc3-5ac558758489
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172809 ms
Total Talk Time (AGENT): 76511 ms
Total Talk Time (CUSTOMER): 62533 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0cc09c2c-b619-4566-acc3-5ac558758489_20250306T14:57_UTC.wav
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[CUSTOMER][POSITIVE] Yeah, um, [PII] is on the line for you.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so can you please spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling from Doctors Hospital. I'm calling to get um outpatient benefits for a patient.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] No problem [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] The outpatient benefit certification number is that's the number you need?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's 0254.
[CUSTOMER][NEUTRAL] 9426 ML 8.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the patient that been seen today is [PII] how you pronounce your last name? [PII].
[AGENT][NEUTRAL] OK. What's the date of birth, [PII]?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. OK, so you need outpatient benefits?
[CUSTOMER][POSITIVE] Yes, outpatient benefits.
[AGENT][NEUTRAL] OK. And 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. And this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] With this one, we have an outpatient maximum of 4000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] Per person? OK, has anything accumulated for this patient?
[AGENT][NEUTRAL] OK, let me check and see if he use this benefit, one moment.
[AGENT][NEUTRAL] OK. As of today, he has not used his benefits for [PII], so he still have the full month available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He still has the 4000 available, correct?
[AGENT][POSITIVE] Correct, yes, Friday, yes.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK, is there anything else I can help you with today? You're welcome. Thank you for calling. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you so.
[CUSTOMER][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.