AccountId: 011433970860
ContactId: 50911e72-51ca-4ea3-9153-bb98e36cb64e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114610 ms
Total Talk Time (AGENT): 48661 ms
Total Talk Time (CUSTOMER): 36654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/50911e72-51ca-4ea3-9153-bb98e36cb64e_20250130T18:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I was calling to get outpatient benefits for one of our patients that's coming in.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02538172.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what was that policy number again?
[CUSTOMER][NEUTRAL] 02538172
[AGENT][NEUTRAL] And what was the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you [PII], and you were just needing outpatient benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance. Whatever the primary applies to their deductible co-pay or co-insurance for outpatient, we'll pay up to $250 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty, um, those are the only questions that I have Mina, thank you so much for your help, OK.
[AGENT][POSITIVE] Thank you for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.