AccountId: 011433970860
ContactId: 673663c7-cd47-4888-bd70-81591b757391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132360 ms
Total Talk Time (AGENT): 48581 ms
Total Talk Time (CUSTOMER): 46820 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/673663c7-cd47-4888-bd70-81591b757391_20250404T21:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I was just calling on behalf of one of your members. I'd like to know the supplemental medical coverage for a procedure.
[AGENT][POSITIVE] OK, I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK. And did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 02.
[AGENT][NEUTRAL] the
[CUSTOMER][NEUTRAL] 47
[CUSTOMER][NEUTRAL] 4261.
[CUSTOMER][NEUTRAL] M like Mary L 7.
[AGENT][NEUTRAL] OK, what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you need eligibility as well?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, just benefits, OK, um, this is not a guarantee of payment basic outline of the policy. Is this for outpatient services or what type of services?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] Inpatient? OK.
[AGENT][NEUTRAL] Uh, let's pull up her policy.
[AGENT][NEUTRAL] OK, for inpatient benefits there's a $5000 per covered person per calendar year maximum.
[CUSTOMER][NEUTRAL] For a year.
[CUSTOMER][NEUTRAL] And has that been used or?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] didn't know.
[AGENT][NEUTRAL] Uh, don't show anything's been used so far this year.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I just need the first name your last name and the reference number for the call.
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.