AccountId: 011433970860
ContactId: 1a933ded-db1e-4280-94d7-b933eba7ed8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145500 ms
Total Talk Time (AGENT): 58338 ms
Total Talk Time (CUSTOMER): 43998 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/1a933ded-db1e-4280-94d7-b933eba7ed8b_20250124T18:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi [PII], it's to get benefits for this patient for our facility.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do let me see.
[CUSTOMER][NEUTRAL] It is 01845808 ML 8.
[AGENT][NEUTRAL] Thank you No, hold on one moment please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] Uh [PII] 9 1065.
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I can give those to you. 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.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or coinsurance.
[AGENT][NEUTRAL] For outpatient, we'll pay up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] Up to 1000.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she has that available at the moment. Nothing has been met.
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] She has not made anything for this year.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you so much and do you have a reference number?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty, thank you, Mr. [PII]. Have a wonderful rest of your day and a great weekend.
[AGENT][POSITIVE] Thank you, [PII] for calling APLU as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.