AccountId: 011433970860
ContactId: 366975df-b18e-4f38-a7f8-b425c06ce218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174630 ms
Total Talk Time (AGENT): 73083 ms
Total Talk Time (CUSTOMER): 70102 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/366975df-b18e-4f38-a7f8-b425c06ce218_20250107T19:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. Last name initial [PII]. I'm calling because I wanted to check for benefits for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it is [PII] option one.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02.
[CUSTOMER][NEUTRAL] 241482 ML 7.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Alright, and what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] It's gonna be for outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of $200 per day.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And may I know the effective date of this plan?
[AGENT][POSITIVE] Sure, yes. Let me get that for you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Here we go. OK, we have an effective date of [PII]. It is active at the moment.
[CUSTOMER][POSITIVE] Perfect. And then just to confirm, it's always gonna be uh $200 allowance per visit, I mean per day?
[AGENT][NEUTRAL] Per day, per day. Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Uh, let me see. OK, perfect. I think that's about it. Um, thank you so much. By any chance, may I have the initial of your last name with the reference number if provided?
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure. The initial is [PII], and we don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, so I hope you have a great day.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] I like this.
[AGENT][POSITIVE] Thank you.