AccountId: 011433970860
ContactId: 3ea77c45-24ba-4929-bb3f-aceffb081663
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121470 ms
Total Talk Time (AGENT): 66092 ms
Total Talk Time (CUSTOMER): 24712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3ea77c45-24ba-4929-bb3f-aceffb081663_20250331T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, it's [PII] from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with benefits. Can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's 225-568-3.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $1000 and then she also has an outpatient calendar year benefit amount of $1000.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Well, you're so welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it. Have a good day.
[AGENT][POSITIVE] All right you too. Thank you for calling APL. You have a wonderful week.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.