AccountId: 011433970860
ContactId: 1673964a-627a-4ab9-b609-f1d623769008
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176240 ms
Total Talk Time (AGENT): 77407 ms
Total Talk Time (CUSTOMER): 59810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/1673964a-627a-4ab9-b609-f1d623769008_20250228T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] last initial [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected?
[CUSTOMER][NEUTRAL] And I'm calling
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And do you have the
[CUSTOMER][NEUTRAL] And that would be option 2.
[AGENT][NEUTRAL] Option 2. OK, thank you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that would be 011.
[CUSTOMER][NEUTRAL] Um, I'm assuming this is it 01611744 M as in Mary, L as in Lisa 8.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Her date of birth would be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And were you needing claim status or benefits?
[CUSTOMER][NEUTRAL] Uh, benefits, please.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with their primary insurance. Whatever the primary applies to their deductible, co-pay, or co-insurance only, we'll pay up to $1500 per calendar year for outpatients.
[CUSTOMER][NEUTRAL] Has she used anything this year?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] No, ma'am. She has not used anything.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much and may I have a um reference number please?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, can I have the spelling of your name please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK thank you I just wanna make sure I had a friend with the same name in high school, but.
[CUSTOMER][POSITIVE] You know, people spell names so differently everywhere. All right, thank you so much. I hope you have a wonderful day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] On the telephone number, you said option 2. I'm sorry, I forgot to write it down. OK. Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.