AccountId: 011433970860
ContactId: 671a4dff-0f15-4614-90e2-e775d32f8c23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145289 ms
Total Talk Time (AGENT): 61171 ms
Total Talk Time (CUSTOMER): 54879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/671a4dff-0f15-4614-90e2-e775d32f8c23_20250327T17:40_UTC.wav
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[CUSTOMER][POSITIVE] Alrighty, so you guys are all set.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. I'm calling from Doctor [PII]'s office. I show you as the gap insurance on a patient. I needed to know what his benefits would be for surgery.
[AGENT][POSITIVE] OK, I can definitely help you with the benefits, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's spelled [PII] The phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And when you say surgery, is it like outpatient surgery?
[CUSTOMER][NEUTRAL] Outpatient surgery.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Actually, actually, this one is gonna be in patient number, in, in, inpatient.
[AGENT][NEUTRAL] Inpatient? OK.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02216496 ML 8.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And for the outpatient benefits, um, the policy will pay up to $200 per calendar day.
[AGENT][NEUTRAL] Um, you said it was inpatient though. inpatient is $1000 per calendar year. I'm sorry, I forgot we switched to inpatient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] I'm sorry, let me put here.
[CUSTOMER][NEUTRAL] So it pays $1000 per year?
[AGENT][NEUTRAL] Yes, did you want me to see if anything has been used?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So none of the inpatient benefits have been used for [PII].
[CUSTOMER][POSITIVE] You were used. OK, thank you very much. Have a good day.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Not at the moment, thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling API Yzel. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.