AccountId: 011433970860
ContactId: 3b33c202-d54d-48ab-8480-8a52d8468339
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128119 ms
Total Talk Time (AGENT): 66447 ms
Total Talk Time (CUSTOMER): 48670 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/3b33c202-d54d-48ab-8480-8a52d8468339_20250520T17:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with Patti outpatient. I'm calling in reference to a mutual patient. I'm trying to check outpatient benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, policy number is going to be 02189579 M as in Mike L as in Larry and number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing the effective date is [PII]. Policy is active. And you say you're needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, excuse me, just a verification of coverage. What the policy is sec sorry, have hiccups, uh, is secondary.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, no, no, that's OK.
[AGENT][NEUTRAL] We help with primary insurance deductible, co-pay or co-insurance, and the patient has a benefit max of up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does she have to use anything?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, no, ma'am, she has used any benefits, so it is available.
[CUSTOMER][POSITIVE] Beautiful. The last thing I may need is gonna be the initial to your last name and the reference number if you can.
[AGENT][NEUTRAL] Uh, last name initially is [PII], and as far as reference number you can use my name in today's date if you like.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling. Uh, you too. Thank you for calling APL, Ms. [PII].
[CUSTOMER][POSITIVE] And have a beautiful afternoon.
[CUSTOMER][POSITIVE] No, you're welcome bye.
[AGENT][NEUTRAL] Bye.