AccountId: 011433970860
ContactId: 14f5cb4a-d8f0-4eb9-8105-aaf91f8be032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101010 ms
Total Talk Time (AGENT): 47739 ms
Total Talk Time (CUSTOMER): 41410 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/14f5cb4a-d8f0-4eb9-8105-aaf91f8be032_20250430T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] calling with Ba this outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02537704 M as in Mike L as in Lima and number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[AGENT][NEUTRAL] Members' outpatient benefits on here are $200 max and that's per calendar day.
[CUSTOMER][NEUTRAL] Per calendar thing.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] So the last thing I may need then it's gonna be the initial to your last name and a reference number for today.
[AGENT][NEUTRAL] Absolutely. The initial to my last name is [PII], and the call reference will be my full name with my last initial and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful. Thank you for that information. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Same to you. Have a good one. Bye.
[AGENT][NEUTRAL] Bye bye.