AccountId: 011433970860
ContactId: 35bbde02-9abb-4516-bc9a-96f65862e7a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192970 ms
Total Talk Time (AGENT): 94872 ms
Total Talk Time (CUSTOMER): 52622 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/35bbde02-9abb-4516-bc9a-96f65862e7a1_20250512T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] Or, [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] [PII]. You broke up a little there. What was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you. Yes, uh, again, it's [PII]. I was calling to get benefits for a patient.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK Miss [PII], I can help you with benefits. May I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Um, date of birth [PII]. Policy number is 02123551.
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us and the effective date of the policy is [PII].
[AGENT][NEUTRAL] This is just to verify her benefits. It's not a guarantee of payment. She has a supplemental policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance only, and she has an inpatient calendar year benefit amount of $7150 and then she also has an outpatient calendar benefit amount.
[AGENT][NEUTRAL] Of $6650 with an outpatient deductible amount of $500.
[CUSTOMER][POSITIVE] Perfect. And for her outpatient Max, has she used any of that yet or no?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] She has paid her deductible of $500 and she has used.
[AGENT][NEUTRAL] $472.64.
[CUSTOMER][NEUTRAL] $472.64.
[CUSTOMER][POSITIVE] Um, OK, awesome. Um, thank you so much for your help. That's pretty much all the information I needed. Can I just have a reference number for the call, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[AGENT][POSITIVE] And I hope you have a wonderful week Miss [PII] and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.