AccountId: 011433970860
ContactId: 4f86427f-749a-45ec-b4c3-36704390da19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120519 ms
Total Talk Time (AGENT): 54397 ms
Total Talk Time (CUSTOMER): 54639 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4f86427f-749a-45ec-b4c3-36704390da19_20250501T12:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get benefits for a patient. I'm calling for a provider's office.
[AGENT][POSITIVE] OK, I'm happy to provide benefits. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, sure. Give me 1 2nd, please.
[CUSTOMER][NEUTRAL] It's 02584275.
[AGENT][POSITIVE] Thank you and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much. Patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How much per year?
[AGENT][NEUTRAL] Uh, let me check here. Are you looking for outpatient?
[CUSTOMER][NEUTRAL] Outpatient for special visit.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, on this patient plan their outpatient benefit max is a calendar day and that's $300.
[CUSTOMER][NEUTRAL] It covers uh visit and procedures or only procedures in the office?
[AGENT][NEUTRAL] The procedures in the office, correct.
[CUSTOMER][NEUTRAL] Proceed. OK, got it. Do you have any reference for this server?
[AGENT][NEUTRAL] [PII] references my name with my last initial than today's date. My name is [PII], last initial [PII], and today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. Have a great day. Thank you for your help.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.