AccountId: 011433970860
ContactId: 68e9dc16-1c87-497f-9a0b-e79dd8bb078c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159360 ms
Total Talk Time (AGENT): 74303 ms
Total Talk Time (CUSTOMER): 56079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/68e9dc16-1c87-497f-9a0b-e79dd8bb078c_20250324T22:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with about this outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit under this patient's plan.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII]. Policy is 02141770. M as in Mike, [PII] as in Lima and A.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do shall.
[AGENT][NEUTRAL] Have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary. It helps with deductible, co-pay and co-insurance. She has an inpatient calendar year benefit amount of $6350 and then she has an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 500 for outpatient. Does anything has been used from the 500?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEGATIVE] No, nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Beautiful. The last thing I may need is gonna be a reference number and that will be all, and then it should be your last name.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII]
[AGENT][NEUTRAL] Last initial is [PII]
[AGENT][NEUTRAL] And that is what you can use for your reference number, [PII] A and today's date.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much. I truly appreciate your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that will be everything for today. I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a good night and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Same to you, miss. Have a good one. Bye.
[AGENT][NEUTRAL] Bye-bye.