AccountId: 011433970860
ContactId: 18a05e02-f89d-42a0-b5af-10d035f9ed1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173080 ms
Total Talk Time (AGENT): 77755 ms
Total Talk Time (CUSTOMER): 37176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/18a05e02-f89d-42a0-b5af-10d035f9ed1e_20250521T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and visibility please for one of our patients.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 203-7625.
[AGENT][NEUTRAL] Thank you. Let me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is gonna be [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII], and I show his policy will term [PII] of this year.
[AGENT][NEUTRAL] And what benefits are you needing for this patient?
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][NEUTRAL] For an office visit and outpatient surgery, please.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] Uh, under the patient's policy, office visits are not covered, um, for outpatient, um, not a guarantee of payment, just a verification coverage. He has an outpatient benefit max of up to $7500 per calendar year.
[CUSTOMER][NEUTRAL] OK, and how much has been accumulated?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Uh, so far shows um.
[AGENT][NEUTRAL] Well, he's used $5940.39.
[AGENT][NEUTRAL] Um, so he has $1,559.61 remaining.
[CUSTOMER][POSITIVE] Perfect. And the reference number, please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you so much. That's all that I needed. You have a great rest of your day, OK?
[AGENT][NEUTRAL] OK, uh,
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you bye.