AccountId: 011433970860
ContactId: 67750f0b-8c8f-451f-99c5-c7258ff57ecd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190940 ms
Total Talk Time (AGENT): 73949 ms
Total Talk Time (CUSTOMER): 95309 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/67750f0b-8c8f-451f-99c5-c7258ff57ecd_20250225T20:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. How are you? I'm giving you a call from, um, Bath outpatient services. We have one of the patients with a cap insurance, and I wanted to verify her benefits, her max and remaining amount as well.
[AGENT][POSITIVE] I'm great, thanks for asking.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, of course. So my name is [PII], so it's gonna be [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh my goodness, I just literally blanked out, but it's gonna be an [PII]'s gonna be an [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII], what would be a first.
[CUSTOMER][NEUTRAL] Uh, first initial of your last name? Sorry.
[AGENT][NEUTRAL] [PII]. My name is [PII], [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, perfect, thank you [PII].
[AGENT][NEUTRAL] And [PII], can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, of course. So our callback number is gonna be [PII] and the policy number is gonna start with 01659302 M as in Mike.
[CUSTOMER][NEUTRAL] L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, of course. Her name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. So let me give you the correct policy number.
[CUSTOMER][NEUTRAL] Oh, OK, let me change it here in the system. Just give me one sec.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] It is 246-463-7. That's 24646.
[AGENT][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] Just to verify that with you 246-44637.
[AGENT][NEUTRAL] Yes, this policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] She has outpatient benefits of $2500 per calendar year with a $50 deductible.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] I'm so sorry to interrupt you. What did you say her max amount was? I'm sorry?
[AGENT][NEUTRAL] Well, that's what I was saying $2500 per calendar year.
[AGENT][NEUTRAL] With a $50 2500 dollars per calendar year, and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and how much of that 2500 does she have remaining?
[AGENT][NEUTRAL] She has not utilized any of her benefits for [PII]. So the, the full balance is still remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh perfect. All right, so then the only thing I would need now is just a uh reference number.
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK, perfect. I will thank you so much, I have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.