AccountId: 011433970860
ContactId: 5c8db6aa-fdb0-4cda-8fbe-4eece31a2d1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121059 ms
Total Talk Time (AGENT): 56618 ms
Total Talk Time (CUSTOMER): 35641 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/5c8db6aa-fdb0-4cda-8fbe-4eece31a2d1d_20250502T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, yes, I need to take get benefits on a patient, please.
[AGENT][POSITIVE] All right, I'm happy to check benefits. Do we have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have here 023926.
[CUSTOMER][NEUTRAL] 33 ML 8.
[AGENT][POSITIVE] Alright, thank you. Let me pull this up.
[AGENT][NEUTRAL] And then for documentation, can I grab your first name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] OK. Is there a limit on how much they cover?
[AGENT][NEUTRAL] Yeah, are we looking for outpatient inpatient, or both?
[CUSTOMER][NEUTRAL] It's for outpatient.
[AGENT][NEUTRAL] OK. Members plan, uh, their benefit is per calendar day on here and the benefit max is 500 a day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then and um do you give reference numbers for your calls?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial and then today's date. My name is [PII], that's [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, then that would be all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.