AccountId: 011433970860
ContactId: 40073507-5c4d-409b-a040-27c210892bd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160500 ms
Total Talk Time (AGENT): 92859 ms
Total Talk Time (CUSTOMER): 42361 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/40073507-5c4d-409b-a040-27c210892bd0_20250211T13:54_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist. I'm calling just to check a secondary insurance benefits for outpatient.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01943509ML8.
[AGENT][NEUTRAL] Thank you so and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] area date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to help you with benefits. Now, actually, some of this policy termed on 10-121. I'm checking to see if they have active coverage.
[AGENT][NEUTRAL] Under another policy, bear with me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, looks like the [PII] does have active coverage. Can I give you her active policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. As of 10-124, the active policy number is 255.
[AGENT][NEUTRAL] 643 1
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] You're very welcome. And of course, the policy is active. This is a secondary policy to the policyholders' Major medical and [PII] has outpatient coverage up to $8700. That is a per calendar year benefit.
[AGENT][POSITIVE] And as of right now, [PII], she has that full benefit remaining.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] It's been a pleasure to assist you with those benefits for [PII] [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be all. I just need your name and that'll be all, please.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And if you need a reference number, it would be my name and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] It's my pleasure to help you out, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.