AccountId: 011433970860
ContactId: 22b6451f-354a-460c-8628-4a3566721ba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216389 ms
Total Talk Time (AGENT): 68899 ms
Total Talk Time (CUSTOMER): 72997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/22b6451f-354a-460c-8628-4a3566721ba6_20250509T13:23_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, hello. Good morning, [PII]. My name is [PII]. First initial to my last name is [PII]. I'm calling in reference to a patient who has uh American Pub Life as a gap insurance. I just want to verify all patient 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] Yeah, phone number is gonna be [PII], and I do have an extension. Extension number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I do. So policy number is going to be the numbers 021-95129, the letters M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Of course, take your time.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yes, that's going to be [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing outpatient benefits?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to the deductible, co-pay, or co-insurance will pay up to $7500 per calendar year.
[CUSTOMER][NEUTRAL] OK. I'm so sorry. It, it cut off. I heard 7000 and I couldn't hear the rest.
[AGENT][NEUTRAL] 7500.
[CUSTOMER][NEUTRAL] Per year.
[AGENT][NEUTRAL] For calendar year, yes, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. Um, do you know if she's met anything from that?
[AGENT][POSITIVE] Hold on, I'll check for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] She has met $1,712.
[CUSTOMER][NEUTRAL] She's met $1,712.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much for that. All I would need now is just a reference number if you guys provide them.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much. Have a great day. Enjoy your weekend.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.