AccountId: 011433970860
ContactId: 16df6ca2-8827-448d-9ccd-2fc5c7317aa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180539 ms
Total Talk Time (AGENT): 62410 ms
Total Talk Time (CUSTOMER): 49447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/16df6ca2-8827-448d-9ccd-2fc5c7317aa3_20250421T14:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to request benefits for a patient.
[AGENT][NEUTRAL] OK, I'm sorry. How do you spell your name?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[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, it would be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that would be 02258741 M for Mary, L for Larry, 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] There was a patient's name?
[CUSTOMER][NEUTRAL] OK. I have [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Yes, for hospital outpatient if you have any accumulations as well.
[AGENT][NEUTRAL] OK, I can help you with that. And the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy does coordinate with primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only for outpatient.
[AGENT][NEUTRAL] We'll pay up to 1500 per calendar year.
[CUSTOMER][NEUTRAL] OK, great, and has she accumulated anything?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] She has not for this year.
[CUSTOMER][POSITIVE] OK, great. Well, thank you so much. Do you have a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK thank you you have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][NEUTRAL] Bye bye.