AccountId: 011433970860
ContactId: 326d2ec4-2e9a-48a4-b82e-689c5f494db8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178199 ms
Total Talk Time (AGENT): 54411 ms
Total Talk Time (CUSTOMER): 68999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/326d2ec4-2e9a-48a4-b82e-689c5f494db8_20250501T18:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Good, thank you. I have a patient that's coming in for surgery and um I want to see what amount she has available to use.
[AGENT][POSITIVE] OK, I can help you with benefits. Um, do you have a good callback number and can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII], and my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a good policy number for the patient?
[CUSTOMER][NEUTRAL] The patient's policy is 02610072.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII] Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me get that policy pulled.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like the policy is effective [PII].
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] And let's see, outpatient benefit.
[AGENT][NEUTRAL] And for her outpatient benefit, she has an $8500 per covered person per calendar year maximum benefit payable.
[CUSTOMER][NEUTRAL] OK, does it look like she has, uh, that she's used any?
[AGENT][NEGATIVE] Uh, she has not used any at all.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][POSITIVE] OK, so she's available to use 8500. Perfect. And um no offers required, correct for you guys?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] All right, my love, and does she have a group name?
[AGENT][NEUTRAL] Uh, group name is.
[AGENT][NEUTRAL] Her name is Los Mercedes Management Inc.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. All [PII]. And um do you have a reference number that we can use?
[AGENT][NEUTRAL] It's just my name, which is [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you, [PII] so much for your time. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] OK.