AccountId: 011433970860
ContactId: 27503174-629b-42bb-9ca6-62a1971977b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266040 ms
Total Talk Time (AGENT): 109653 ms
Total Talk Time (CUSTOMER): 107722 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/27503174-629b-42bb-9ca6-62a1971977b6_20250507T21:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] Help you.
[CUSTOMER][NEUTRAL] Hi, I'm sorry, the line cut off a little and I couldn't hear your name.
[AGENT][NEUTRAL] My name is [PII]. I'm with APL. How may I help you today?
[CUSTOMER][POSITIVE] Hi, Ms. Sorry. Thank you so much. Yes, I'm calling to obtain benefit, outpatient benefit under this member's plan.
[AGENT][NEUTRAL] OK, I can help you with outpatient benefits. May I please get your name, your callback number, and the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yes, uh my name is [PII], so you spell [PII] initial to my last name is [PII], and the facility name is Patti's outpatient phone number [PII].
[AGENT][NEUTRAL] Thank you very much, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, I have [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] I'm gonna give you the policy number that I have. I don't know if this is correct. I see a few numbers. It's A. 0049.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 80049.
[CUSTOMER][NEUTRAL] I think it's.
[CUSTOMER][NEUTRAL] 80049. Correct.
[AGENT][NEUTRAL] OK. Um, that is, let me look. I'm gonna pull it up. I don't believe that's a policy number.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Me either. I, it's too short.
[AGENT][NEUTRAL] Yes, um, do you see an inpatient or an outpatient certification number?
[CUSTOMER][NEUTRAL] Uh, let me see here. Bear with me.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Let me see, let me check the email.
[CUSTOMER][NEUTRAL] To see by any chance.
[CUSTOMER][NEUTRAL] No, I don't see anything here.
[AGENT][NEUTRAL] Do you have the social?
[CUSTOMER][NEUTRAL] Uh, bear with me.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[CUSTOMER][NEUTRAL] Uh yes, I have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find him with that social.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, I've got him pulled up.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] And you're just needing the outpatient benefits um.
[AGENT][NEUTRAL] He does have an active policy. Let me give you the policy number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] It is, yes, ma'am. It's 246-590-9.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy is active. The effective date is [PII].
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has an outpatient per calendar day benefit amount of $3000 to help with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] C.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful. Does anything has been used from that amount?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] No, ma'am, nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Beautiful. The last thing I may need is gonna be the initial to your last name and a reference number if it's possible.
[AGENT][NEUTRAL] Yes, the initial to my last name is [PII], and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much. I appreciate that you helped me to find the correct policy number for him.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] So we can have it on that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Mm. Thank you for everything. Have a beautiful afternoon.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, Miss [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] It's a pleasure. Bye.