AccountId: 011433970860
ContactId: 602afad7-77dc-423e-bbbc-86661eb5b6d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113559 ms
Total Talk Time (AGENT): 52326 ms
Total Talk Time (CUSTOMER): 44571 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/602afad7-77dc-423e-bbbc-86661eb5b6d9_20250520T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] calling from Texas Digestive Specialist. I was calling to get benefits for patients.
[AGENT][POSITIVE] All right. I'm happy to check on benefits, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have 186-878-1.
[AGENT][NEUTRAL] And patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And 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, the primary does not.
[CUSTOMER][NEUTRAL] OK, and is it um only for like outpatient inpatient services?
[AGENT][NEUTRAL] Mhm, yeah, it would be for outpatient or inpatient. The outpatient benefit max is 2550 for the calendar year and it's the same for inpatient as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you show if she's accumulated anything for her outpatient benefits?
[AGENT][NEGATIVE] It doesn't look like she's used anything thus far.
[CUSTOMER][POSITIVE] Alrighty thank you so much. I'm so sorry I didn't get your name in the beginning.
[AGENT][NEUTRAL] That's OK. My name is [PII], that's [PII] and then my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much, sir. Would that um be the reference number as well for the with today's date?
[AGENT][NEUTRAL] Yes, ma'am, just my name and today's date is the call reference, uh huh.
[CUSTOMER][POSITIVE] Awesome thank you so much for that that's all I needed.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye