AccountId: 011433970860
ContactId: 5b624cff-f2ba-4728-91e5-27ef1ab45915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142740 ms
Total Talk Time (AGENT): 53300 ms
Total Talk Time (CUSTOMER): 45771 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/5b624cff-f2ba-4728-91e5-27ef1ab45915_20250620T17:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm with Rock Hill Women's Care and I'm calling to get some benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 01835952.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you. Looks like this policy is active and effective [PII].
[AGENT][NEUTRAL] And is it benefits for outpatient services or?
[CUSTOMER][NEUTRAL] Yeah, she's scheduled for surgery, so I'm needing physician benefits for outpatient surgery.
[AGENT][NEUTRAL] It's not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] So this is a secondary policy that picks up after primary processes. It would be for outpatient hospital services or inpatient hospital services.
[AGENT][NEUTRAL] Uh, it doesn't actually cover for physician services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No physician.
[CUSTOMER][NEUTRAL] Services.
[CUSTOMER][NEUTRAL] OK, so she's only she can use this for the facility but not for the physician.
[AGENT][NEUTRAL] That's correct, yeah, she has a 1500 per calendar year, uh, benefit we pay 100% up to that amount.
[CUSTOMER][NEUTRAL] OK, that's fine. OK, um, can I get a call reference number?
[AGENT][NEUTRAL] Uh call reference number is my name, [PII]. First initial to last name [PII], and today's date. And anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that should do it.
[AGENT][POSITIVE] OK, well, thank you for calling [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye