AccountId: 011433970860
ContactId: 6b3c0b92-44bf-4608-9c3f-cc5027cb03df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153639 ms
Total Talk Time (AGENT): 67809 ms
Total Talk Time (CUSTOMER): 41668 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6b3c0b92-44bf-4608-9c3f-cc5027cb03df_20250130T20:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to just check secondary insurance benefits for outpatients.
[AGENT][POSITIVE] OK, I can help you with benefits. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] 0218
[CUSTOMER][NEUTRAL] 9716 ML 8.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage it's not a guarantee of payment.
[AGENT][NEUTRAL] They have an
[AGENT][NEUTRAL] Uh, uh, secondary insurance, it's a gap insurance.
[AGENT][NEUTRAL] That helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] A benefit amount of $4000 for inpatient and then also a benefit amount of $4000 for outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have they used any of the 4000?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] No, nothing's been used for 2025.
[CUSTOMER][POSITIVE] OK perfect thank you so much. Can I have your name please?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much and the first initial of your last name please?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL. You take care.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye