AccountId: 011433970860
ContactId: 38ffa4f5-6ab6-48ba-bd8b-822590583d61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162000 ms
Total Talk Time (AGENT): 86515 ms
Total Talk Time (CUSTOMER): 39178 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/38ffa4f5-6ab6-48ba-bd8b-822590583d61_20250512T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] All
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Piedmont East Side Medical Center just trying to get benefits for patients secondary insurance.
[AGENT][POSITIVE] OK, I can help you with benefits, Miss [PII]. Can I please get your callback number, ma'am, just in case the calls dropped.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the patient name, date of birth and policy number?
[CUSTOMER][NEUTRAL] It is [PII] [PII], and the policy number, it is 022-06104.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] Alright, I do show that Ms. [PII] does have an active policy with us and her effective date is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see, and this is, uh, just to verify her benefits, it's not a guarantee of payment. She does have a limited um hospital indemnity plan with us. Is she gonna be going inpatient or outpatient?
[CUSTOMER][NEUTRAL] It was outpatient.
[AGENT][NEUTRAL] Outpatient? OK.
[AGENT][NEUTRAL] Let me check her benefits for you. And it was it in a physician's office, ER or urgent care center?
[CUSTOMER][NEUTRAL] ER
[AGENT][NEUTRAL] ER OK, she does have outpatient um benefits for accident or sickness.
[AGENT][NEUTRAL] Uh, she gets 2 visits per calendar year and it pays $150.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's just a payment that's not like a co-payment or deductible or anything like that.
[AGENT][NEUTRAL] No, ma'am. She does not have that. Um, this is just a set amount for ER visit.
[CUSTOMER][NEUTRAL] Got you. OK, and you said what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Alright, well thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Miss [PII], before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.