AccountId: 011433970860
ContactId: 36850a8a-79cf-4e92-986e-bea75bb11224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127589 ms
Total Talk Time (AGENT): 68287 ms
Total Talk Time (CUSTOMER): 39841 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/36850a8a-79cf-4e92-986e-bea75bb11224_20250121T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII], and I was calling to get benefits for mutual patients.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] Absolutely, that's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's uh last name is [PII], first name [PII], [PII]
[AGENT][NEUTRAL] OK. And then what is [PII]'s, um, date of birth?
[CUSTOMER][NEUTRAL] The date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is, uh, patient's policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 2253357.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I do show [PII]'s does have an active policy. The effective date is [PII], and this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is secondary to the primary.
[AGENT][NEUTRAL] The policy helps with his deductible, co-pay and co-insurance. He has an inpatient benefit amount um of per occurrence of $500 and then he also has an outpatient benefit amount per occurrence of $250.
[CUSTOMER][NEUTRAL] OK, thank you for the information, [PII], and can I get a reference number please?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect. Thanks so much for your help. You have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL, Ms. [PII]. You have a good week.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.