AccountId: 011433970860
ContactId: 43ecf13e-097f-42ee-9ed5-97578e60dc46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171389 ms
Total Talk Time (AGENT): 77124 ms
Total Talk Time (CUSTOMER): 47333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/43ecf13e-097f-42ee-9ed5-97578e60dc46_20250515T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling because I have a patient I need to get benefits for.
[AGENT][NEUTRAL] OK, I can help you with benefits. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] I'm calling from [PII].
[AGENT][POSITIVE] OK, Ms. [PII]. Thank you so much for
[AGENT][NEUTRAL] Giving me that information. May I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, patient is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] ID number is 02519524.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy with us. Her effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is to verify her 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. She has an inpatient benefit amount of $4050 and then she also has an outpatient benefit amount of $2,025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um since it's a sub-policy to her primary insurance, will it require authorization?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] All right, and I think that's all that I needed. Is there like a rep to bring you for the call though?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, and I think that's all that I needed.
[AGENT][POSITIVE] OK, well, I hope you have a wonderful day, Ms. [PII], and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.