AccountId: 011433970860
ContactId: 118267c2-dfbc-4db6-ae1d-402557bfeac6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141130 ms
Total Talk Time (AGENT): 57421 ms
Total Talk Time (CUSTOMER): 41011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/118267c2-dfbc-4db6-ae1d-402557bfeac6_20250617T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Doctor [PII]'s office. I wanted to see if you can assist me with the patient's benefits, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number that I have is 02042058 M as in Mary, L as in lizard 7.
[AGENT][NEUTRAL] Patient name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] I show the policy is active and effective [PII].
[AGENT][NEUTRAL] And is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Inpatient?
[AGENT][NEUTRAL] OK, OK. It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] you.
[AGENT][NEUTRAL] Um, for inpatient benefits, they have 2500 per covered person per calendar year payable, and this process, this pays out after primary processes the claim, so whatever is left over will pick up up to 2500.
[CUSTOMER][NEUTRAL] Mm, hold on.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have a claims uh address we submit to?
[AGENT][NEUTRAL] Our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] OK perfect and can I have a reference number to my call please?
[AGENT][NEUTRAL] A reference number is my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you too bye bye.