AccountId: 011433970860
ContactId: 1d96c234-c3df-403f-b8fd-bad4d0b331f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125120 ms
Total Talk Time (AGENT): 52221 ms
Total Talk Time (CUSTOMER): 36989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1d96c234-c3df-403f-b8fd-bad4d0b331f8_20250521T13:01_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 [PII], I'm [PII]. Calls are recorded for quality and training.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am calling to confirm outpatient benefits.
[AGENT][NEUTRAL] OK, 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] 02517406
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you're just needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][POSITIVE] Oh, I'm so sorry. I take that back inpatient, sorry about that, inpatient benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 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 copay or co-insurance only, we'll pay up to $5000.
[CUSTOMER][POSITIVE] Excellent, thank you very much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Authorization is not required, correct?
[AGENT][NEUTRAL] No, ma'am, this is just a secondary policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you very much. [PII], have a good day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.