AccountId: 011433970860
ContactId: 34351fc7-25b1-46e8-9932-40c1afa81b44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122620 ms
Total Talk Time (AGENT): 57697 ms
Total Talk Time (CUSTOMER): 46848 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/34351fc7-25b1-46e8-9932-40c1afa81b44_20250109T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Good, good morning, Ms. [PII]. I'm calling for benefits, please.
[AGENT][POSITIVE] OK, I'm happy to check benefits for you today. What's the policy number?
[CUSTOMER][NEUTRAL] I have 01545923. M as in mom, L Larry, number 8.
[AGENT][POSITIVE] All right. Thank you so much. And then if I could get your first name and a callback number?
[CUSTOMER][NEUTRAL] My first name is [PII], and it will be um [PII].
[AGENT][POSITIVE] Thank you so much. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date on this is [PII], where the secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Um, how much it will cover, I'm sorry?
[AGENT][NEUTRAL] Are we looking for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like the outpatient benefit max for the calendar year would be 1250.
[CUSTOMER][NEUTRAL] And it covers like, is this co-payment or just co-insurance and deductible?
[AGENT][NEUTRAL] It covers co-pay, deductible and co-insurance that the primary insurance does not.
[CUSTOMER][NEUTRAL] Got it. OK, ma'am. All I need is your name again, please, and a reference number.
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. Have a wonderful day.
[AGENT][POSITIVE] You too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] It's a [PII].