AccountId: 011433970860
ContactId: 312350c9-8bfa-4fa4-97f5-2e9c5c550265
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113599 ms
Total Talk Time (AGENT): 63616 ms
Total Talk Time (CUSTOMER): 29179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/312350c9-8bfa-4fa4-97f5-2e9c5c550265_20250123T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Landmark Surgery Center, and I just wanted to get um the patient's benefits.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on benefits. What's the policy number?
[CUSTOMER][NEUTRAL] It is 019078883.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], and it's [PII].
[AGENT][POSITIVE] Alright, thank you so much. So the patient plan is active. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and so did you guys pick up the deductible of the primary or how does this work? Do they?
[AGENT][NEUTRAL] Yeah, so we're the secondary insurance that'll cover deductible, co-pay, co-insurance, the primary does not and looks like this plan has.
[AGENT][NEUTRAL] An outpatient benefit max per day, so per calendar day.
[AGENT][NEUTRAL] Um, it looks like the plan will pay a max of 6800.
[CUSTOMER][NEUTRAL] OK perfect and can I get a reference number if you have one?
[AGENT][NEUTRAL] Absolutely call reference is going to be my name with my last initial then today's date. My name again is [PII], so that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] All right have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.