AccountId: 011433970860
ContactId: 6d79f93d-b6f8-4a4b-9b29-e9deeca4ab31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135639 ms
Total Talk Time (AGENT): 73115 ms
Total Talk Time (CUSTOMER): 42450 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/6d79f93d-b6f8-4a4b-9b29-e9deeca4ab31_20250520T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I need benefits on a patient please.
[AGENT][NEUTRAL] OK, I can assist with that. What is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII], that's [PII]
[AGENT][POSITIVE] Thank you very much and also your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number?
[CUSTOMER][NEUTRAL] Of course it's 01672797 ML7.
[AGENT][POSITIVE] OK, thank you, yeah.
[AGENT][NEUTRAL] I have that pulled up and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you very much and you're calling for benefits. Will this be for inpatient or outpatient?
[CUSTOMER][NEUTRAL] It's gonna be outpatient at the ambulatory service center.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Now with this particular policy it shows that it termed as of [PII] and if you would please bear with me, let me just check to see if there's an active policy please.
[CUSTOMER][POSITIVE] Oh perfect thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I was able to find a policy, however, it termed also, so there is no active policy on file for this petition.
[CUSTOMER][NEUTRAL] OK, can you tell me when it turned the last one?
[AGENT][POSITIVE] Yes, yes, I can also give you that policy number to you as well.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, yes, it is 214-430-8.
[AGENT][NEUTRAL] And it was effective from [PII] and it turned [PII].
[CUSTOMER][NEUTRAL] So there's no other
[CUSTOMER][NEUTRAL] Um, policy
[AGENT][NEUTRAL] No, no other policy. I'm sorry.
[CUSTOMER][NEUTRAL] OK, can, no, it's OK. Can I have a reference number for a call?
[AGENT][NEUTRAL] Uh, we do not provide reference numbers. Please use my name and today's date, and my last initial is L like [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help you have a great day.
[AGENT][POSITIVE] You as well thanks for calling APL. Take care bye.
[CUSTOMER][POSITIVE] No problem.