AccountId: 011433970860
ContactId: 6a724095-c7de-44d5-ad94-7b365fa510d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181929 ms
Total Talk Time (AGENT): 60510 ms
Total Talk Time (CUSTOMER): 39441 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/6a724095-c7de-44d5-ad94-7b365fa510d7_20250423T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, yes, I needed to get benefits on a patient, please.
[AGENT][POSITIVE] OK, I can help you with benefits. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. The phone number is [PII].
[AGENT][NEUTRAL] Thank you Miss [PII] and what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] It's called Ambulatory Diagnostic Center.
[AGENT][NEUTRAL] OK, and may I please get the patient's name, date of birth, and
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] The policy number please?
[CUSTOMER][NEUTRAL] 02061384
[AGENT][NEUTRAL] Let me look that up real quick.
[AGENT][POSITIVE] Alright, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] This is to verify his benefits. It's not a guaranteed payment. He has supplemental insurance policy that is billed secondary to the primary.
[AGENT][NEUTRAL] The policy helps with deduct pay and co-insurance.
[AGENT][NEUTRAL] And he has an inpatient with of $500 if he goes to the hospital for 18 hours or more.
[CUSTOMER][NEUTRAL] OK, so $5000 per year?
[AGENT][NEUTRAL] Yes, inpatient.
[CUSTOMER][NEUTRAL] OK. What about outpatient diagnostic studies?
[AGENT][NEUTRAL] There's no outpatient the policy.
[CUSTOMER][NEUTRAL] OK, no outpatient studies are covered?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then can I get a reference number please?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?