AccountId: 011433970860
ContactId: 5c09609f-afaa-4fe6-ade9-c042e5ba1637
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101360 ms
Total Talk Time (AGENT): 45108 ms
Total Talk Time (CUSTOMER): 40562 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/5c09609f-afaa-4fe6-ade9-c042e5ba1637_20250610T16:51_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I'm calling from a provider's office for medical benefits on a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits today, [PII]. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 02597292.
[AGENT][NEUTRAL] Thank you. And for documentation, can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on here is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and, and, um, is there like a specific coverage that I need to note down or?
[AGENT][NEUTRAL] Um, is it for outpatient services inpatient?
[CUSTOMER][NEUTRAL] Just that is covered.
[CUSTOMER][NEUTRAL] Radilogy.
[CUSTOMER][NEUTRAL] Yeah, no, for, um, outpatient radiology down in an office setting.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] So their outpatient benefit max on this is gonna be $6000 and that's for the calendar year.
[CUSTOMER][NEUTRAL] Maybe like one
[AGENT][NEGATIVE] It doesn't look like they've used anything thus far.
[CUSTOMER][NEUTRAL] OK and
[CUSTOMER][POSITIVE] OK, I was that. Thank you, [PII]. Thank you. That'll be all. Thanks so much.
[AGENT][POSITIVE] You're, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Right