AccountId: 011433970860
ContactId: 52181091-7872-4a12-b949-5bb2724b3570
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233080 ms
Total Talk Time (AGENT): 98049 ms
Total Talk Time (CUSTOMER): 64376 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/52181091-7872-4a12-b949-5bb2724b3570_20250218T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is I'm calling from back with location.
[CUSTOMER][NEUTRAL] I'm just calling to see uh benefits for this patient to see uh if they have anything available.
[AGENT][NEUTRAL] OK, and um can I please get your first name again? I didn't hear you at the beginning of the call.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Last name initials [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and then what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII], uh, date of birth [PII] with a policy number of 02419398 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] OK, thank you so much let me look that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that this policy for AL is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] Uh, let me check to see she, OK, there is an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] 556501.
[CUSTOMER][NEUTRAL] I'm sorry, 645.
[AGENT][NEUTRAL] 255-6501.
[CUSTOMER][NEUTRAL] 2556501
[AGENT][NEUTRAL] Yes that's correct and this is just to verify coverage it's not a guarantee of payment.
[AGENT][NEUTRAL] The insured's effective date is [PII], and this is a supplemental insurance policy, it's a gap insurance.
[AGENT][NEUTRAL] It helps with deductible, co-pay, and co-insurance, and she has an outpatient benefit amount per calendar year of $8700.
[AGENT][NEUTRAL] And then she also has an inpatient calendar year benefit amount of $8700.
[CUSTOMER][NEUTRAL] OK, has she used anything?
[AGENT][NEUTRAL] Let me check real quick for you.
[AGENT][NEGATIVE] No, nothing has been used for the year [PII].
[CUSTOMER][NEUTRAL] OK, and I'm sorry, you said that the new policy number was 2556501?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Do you have the group number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The group number is 80094.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And your name is?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And last name [PII]?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII], is there a reference number to this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Sorry, thank you so much. You've been a great help.
[AGENT][POSITIVE] Thank you. You have a good day, [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Bye bye.