AccountId: 011433970860
ContactId: 4964e1c1-240a-4a08-8973-d105ab7e8b85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125739 ms
Total Talk Time (AGENT): 55315 ms
Total Talk Time (CUSTOMER): 43289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/4964e1c1-240a-4a08-8973-d105ab7e8b85_20250307T17:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good afternoon, [PII]. My name is [PII], and I'm calling to get benefits for mutual patients.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Absolutely that's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is 2559117.
[AGENT][POSITIVE] Thank you. Uh, your name was [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] The last name is [PII], first name [PII], and we do have a date of birth of [PII].
[AGENT][NEUTRAL] Thank you, [PII], and were you just needing benefits?
[CUSTOMER][NEUTRAL] Yes, she's coming in for diagnostic testing outpatient.
[AGENT][NEUTRAL] So it's for outpatient. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only will pay up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK, [PII], and would you be able to help if there are any accumulations to date?
[AGENT][NEUTRAL] Yes, ma'am. Hold on just a moment.
[AGENT][NEUTRAL] She has met $75.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. And would I be able to get a reference number, please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. You have a great day, [PII].
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye