AccountId: 011433970860
ContactId: 0e28caaa-a982-4268-af46-2b006ea53603
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149899 ms
Total Talk Time (AGENT): 53099 ms
Total Talk Time (CUSTOMER): 74154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0e28caaa-a982-4268-af46-2b006ea53603_20250613T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from a physician's office that has, uh, we have a patient that has um APL and he's having inpatient surgery. Can I see what they cover for inpatient surgery?
[AGENT][POSITIVE] Yeah, absolutely. Happy to check. What's the patient policy number?
[CUSTOMER][NEUTRAL] It is 0254.
[CUSTOMER][NEUTRAL] 0133.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your first name and a callback number, please?
[CUSTOMER][NEUTRAL] Sure, [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. So [PII] is active. Effective date on here is [PII].
[AGENT][NEUTRAL] Their inpatient benefit max is for a calendar year and it looks like that is 7500.
[AGENT][NEGATIVE] And doesn't look like they've used anything towards their inpatient benefits this year.
[CUSTOMER][NEUTRAL] Nothing
[CUSTOMER][NEUTRAL] Yes, so that's 7500 that could be deductible out of pocket. I mean, anything they'll pay towards the inpatient surgery 7500.
[AGENT][NEUTRAL] Right, it goes towards deductible, co-pay, co-insurance, that's not covered by the primary.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Copay.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, covered by primary, OK, primary insurance.
[CUSTOMER][NEUTRAL] OK, and that's a calendar year and nothing has been used so far, correct? OK, your name is again?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK, and is there a call reference number or something?
[AGENT][NEUTRAL] You can use my name with today's date. My name again is [PII], and then today's date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you, [PII] very much.
[AGENT][POSITIVE] You're welcome, [PII] have a good day.
[CUSTOMER][NEUTRAL] You too bye bye