AccountId: 011433970860
ContactId: 1cbe4655-5543-44b6-9d6e-baa248715b2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207190 ms
Total Talk Time (AGENT): 94286 ms
Total Talk Time (CUSTOMER): 91339 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1cbe4655-5543-44b6-9d6e-baa248715b2f_20250320T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I'm calling you from Vital MD regarding a patient to um, to verify her benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Can I please get your callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEGATIVE] I'm sorry, your voice is cutting off.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII], and the, hello? Oh sorry, sorry, [PII] and the date of birth is gonna be [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can hear you, go ahead.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Thank you. And then what is our lady's policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] The policy number, OK, it's gonna be 01826194ML7.
[AGENT][NEUTRAL] The main number?
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] OK, I do show that [PII]'s does have an active policy with us.
[AGENT][NEUTRAL] And her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's just to verify her benefits, it's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $4000 per calendar year and then she also has an outpatient benefit amount of $1500 per calendar year to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat the the the
[CUSTOMER][NEUTRAL] Um, the outpatient benefit.
[CUSTOMER][NEUTRAL] Come on
[AGENT][NEUTRAL] Yes, it's $1500.
[CUSTOMER][NEUTRAL] OK, so she has 4000 in inpatient, uh, 1500 for outpatient.
[CUSTOMER][NEUTRAL] Correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have a reference number and your name, please?
[AGENT][NEUTRAL] Yes, you can use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Have a good day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you. Have a good day.
[AGENT][POSITIVE] You too thanks for calling APL you have a wonderful day awesome bye bye.
[CUSTOMER][NEUTRAL] Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye.