AccountId: 011433970860
ContactId: 10118a3d-5398-47c9-97d1-2a2756cf42ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155830 ms
Total Talk Time (AGENT): 55377 ms
Total Talk Time (CUSTOMER): 52555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/10118a3d-5398-47c9-97d1-2a2756cf42ab_20250310T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APA. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with Ba this outpatient. I'm calling in reference to a new patient. I'm trying to obtain outpatient benefit for the gap insurance.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Policy number 02255852.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] Yes, bear with me. Patient's name, it is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth for Mr. [PII], it is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you are on outpatient benefits?
[CUSTOMER][NEUTRAL] Uh yes, outpatient benefit cover.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only will pick up up to 1000 per calendar year.
[CUSTOMER][POSITIVE] Beautiful. Does anything has been met?
[AGENT][NEUTRAL] Hold on just a moment, I'll check.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEGATIVE] Nothing has been used.
[CUSTOMER][POSITIVE] Beautiful. And the last thing I may need is gonna be the initial of your last name and the reference number and that will be all.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. My last initial is [PII]
[CUSTOMER][POSITIVE] Yes, beautiful. Thank you so much, Ms. [PII]. I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Same to you, ma'am. Bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.