AccountId: 011433970860
ContactId: 6384394b-52c9-4b7e-bf75-d6b677c20012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160850 ms
Total Talk Time (AGENT): 80844 ms
Total Talk Time (CUSTOMER): 40272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/6384394b-52c9-4b7e-bf75-d6b677c20012_20250414T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because any any benefits on the patient, please.
[AGENT][POSITIVE] OK, I can give you benefits. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And so, can I have the initial of your last name?
[AGENT][NEUTRAL] Yes, ma'am. It's A.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] That's just um surgery in endoscopy center.
[AGENT][NEUTRAL] Thank you. And can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, um, policy number is 01935548ML8.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[AGENT][NEUTRAL] OK, I got [PII] in and he has an active policy. The effective date of his policy is uh [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy that helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of $7350 per calendar year, and then he also has the same amount, $7350 for outpatient per calendar year.
[CUSTOMER][NEUTRAL] OK, has any of the outpatient been used?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Yes, ma'am. He has used $2,366.57.
[CUSTOMER][NEUTRAL] OK perfect um and I know no offer needed because it's a supplemental insurance correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and can I have a reference number for our call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date. It's [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. I hope you have a wonderful week and we thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][NEUTRAL] Bye-bye.