AccountId: 011433970860
ContactId: 21f8536c-cf16-4001-b960-c74c44e36cb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212119 ms
Total Talk Time (AGENT): 81104 ms
Total Talk Time (CUSTOMER): 82627 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/21f8536c-cf16-4001-b960-c74c44e36cb1_20250107T20:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Good day. My name is [PII], and I am calling on behalf of Prosagis Medical Care. The reason for my call is to check benefits and eligibility. Can you help me with that?
[AGENT][POSITIVE] Yes I can help you with benefits and eligibility um can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, um, here it is, it's [PII].
[AGENT][NEUTRAL] OK, thank you and what is the patient's name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is her policy number?
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] Her policy number is 01852040.
[CUSTOMER][NEUTRAL] ML
[AGENT][NEUTRAL] OK. Let me pull her in real quick.
[CUSTOMER][POSITIVE] OK thanks
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. This is a supplemental insurance policy that is secondary to the primary, the gap insurance that helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $3000 and she also has an outpatient benefit calendar year amount of $3000.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][POSITIVE] Thank you for your help. Um, I think I got all the information I need and um.
[CUSTOMER][NEUTRAL] Before I end my call, may I please have your.
[CUSTOMER][NEUTRAL] First name and your last name initial, please?
[AGENT][NEUTRAL] Yes, um my name is [PII] and my last initial is [PII]
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][POSITIVE] Thank you, [PII]. Um, I guess that's it. Uh, thank you, you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You've been a great help today thank you um.
[AGENT][NEUTRAL] Well, well
[AGENT][POSITIVE] You're so very welcome. You have a good afternoon and thank you for calling APL Lloyd.
[CUSTOMER][NEUTRAL] OK, uh, um, I
[CUSTOMER][NEUTRAL] Before I end the call again, um, may I, may I please have a reference number for this call?
[AGENT][NEUTRAL] Use my name and today's date.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][POSITIVE] You have a wonderful day too thank you for calling APL bye bye sir.
[CUSTOMER][NEUTRAL] Bye.