AccountId: 011433970860
ContactId: 60567f44-8458-421c-b907-0d5ee3ffecb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142139 ms
Total Talk Time (AGENT): 71630 ms
Total Talk Time (CUSTOMER): 55701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/60567f44-8458-421c-b907-0d5ee3ffecb0_20250224T15:54_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, Ms. [PII], uh, my name is [PII], and I'm calling from a provider's office, uh, just to find out um how a patient's policy pays secondary to their primary, um, when a surgery is performed in a doctor's office.
[AGENT][NEUTRAL] Yes, I can certainly look that up. And, what's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] That would be 662-742.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Oh sure that's [PII] um and that is direct straight to my desk.
[AGENT][NEUTRAL] I appreciate that. Thank you. Uh, it looks like this went into effect on [PII]. I'm just looking at it now to see what.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe this is mostly for hospital, but let me just check um the benefits here and I apologize my computer.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. So it's mostly for hospital. There is an emergency room. um, now the outpatient, uh,
[AGENT][NEUTRAL] sickness benefit, that's more like an office visit, um, which pays $50 per, uh, uh, per, um, office visit. There's $5 per calendar year. It's just a verification I guarantee of payment, but there doesn't seem to be surgery within a physician's office benefit, so it looks like it's uh only if she were admitted to the hospital but
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, that this would work.
[CUSTOMER][NEUTRAL] I got you I got you, OK, OK, alrighty then well then I guess, uh, Miss [PII], if you happen to have a call reference number I'll be good to go.
[AGENT][POSITIVE] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as our reference. Uh, if there's nothing else I can help with, then thank you for contacting APL. I hope you have a very good morning. Thank you for calling us.