AccountId: 011433970860
ContactId: 34c00228-e8b7-4e05-a8b3-c5349b384f24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141380 ms
Total Talk Time (AGENT): 68589 ms
Total Talk Time (CUSTOMER): 42910 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/34c00228-e8b7-4e05-a8b3-c5349b384f24_20250129T21:22_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I just wanted to um get benefits on a patient that's gonna be having outpatient surgery.
[AGENT][POSITIVE] OK, I can help you with benefits. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Thank you, and [PII]'s policy number?
[CUSTOMER][NEUTRAL] It is 02432942 ML8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And she does have a supplemental insurance policy that's billed secondary to the primary and this is just to verify her coverage. It's not a guarantee of payment. She has an inpatient benefit amount of $5000 per calendar year and then she also has an outpatient benefit amount of $5000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said that that one is for outpatient.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and is it uh intact or has it been used? Can you tell me that?
[AGENT][NEUTRAL] I can look and see. Yes, ma'am, let me check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has not used any of her outpatient benefits for the year of [PII].
[CUSTOMER][POSITIVE] Awesome. OK, well thank you very much.
[AGENT][POSITIVE] You're very welcome. Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, no, that is all. Thank you very much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You have a great day and thanks for calling.
[CUSTOMER][POSITIVE] Take care.