AccountId: 011433970860
ContactId: 6cad54c8-a9bb-43b6-a5e6-b3d16b1f5d4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178250 ms
Total Talk Time (AGENT): 82487 ms
Total Talk Time (CUSTOMER): 58740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/6cad54c8-a9bb-43b6-a5e6-b3d16b1f5d4a_20250307T17:01_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and I'm calling from Bapti South Patient. Initial of my last name is [PII]. And I'm just calling to check if, if the patient has outpatient benefits, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02145414 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] When was her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And let me see, we have an outpatient maximum of 8000 per cover person per calendar year.
[AGENT][NEUTRAL] And let me see if they have used that benefit, one moment.
[AGENT][NEUTRAL] OK, let me add this.
[AGENT][NEUTRAL] Looks like as of today, she has used $1,519.12 out of the $8000.
[CUSTOMER][NEUTRAL] 1500, I'm so sorry, you said 1,519?
[AGENT][NEUTRAL] $19.
[AGENT][NEUTRAL] And 12 cents.
[CUSTOMER][POSITIVE] And 12 cents. Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Um, Ms. So, I'm so sorry, um,
[CUSTOMER][NEUTRAL] May I have the first name of your name again? I'm sorry, the initial of your last name please and a reference number.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Sure. We don't have reference numbers. You can use my name and today's date. My name is [PII]. That's initial is [PII].
[CUSTOMER][POSITIVE] Perfect, Miss. So, I mean. So, what is your time zone?
[AGENT][NEUTRAL] Um, it's central, which is [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you. Thank you so much for your help, Ms. So.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] Likewise, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.