AccountId: 011433970860
ContactId: 569e6e14-7488-4c0c-8a78-053f2552b71d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125239 ms
Total Talk Time (AGENT): 34217 ms
Total Talk Time (CUSTOMER): 42559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/569e6e14-7488-4c0c-8a78-053f2552b71d_20250404T21:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hi there. My name is [PII].
[CUSTOMER][NEUTRAL] Calling from Naples Community Hospital.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Um, I, I missed to get um some information on the last call.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yup. It's 024.
[CUSTOMER][NEUTRAL] 402
[CUSTOMER][NEUTRAL] 31
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, are you calling back on the, do you need the EOB for the claim, or?
[CUSTOMER][NEUTRAL] No, I got the UV I I.
[CUSTOMER][NEUTRAL] I was one thing that, uh, what, what is the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] Outpatient benefit for this one.
[CUSTOMER][NEUTRAL] So what is the maximum amount um for the calendar year?
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. Uh, max amount is
[AGENT][NEUTRAL] Uh, calendar year of 1500.
[CUSTOMER][NEUTRAL] And when this uh amount was met?
[AGENT][NEUTRAL] Um, I, I can just share with you claim status. I, I can't share other claim information.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, so that is all, uh, that's all I needed. So thank you, [PII]. Um, bye.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.