AccountId: 011433970860
ContactId: 6ed38ba2-5937-4ca2-9952-32c0952c5efa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163740 ms
Total Talk Time (AGENT): 72422 ms
Total Talk Time (CUSTOMER): 93074 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6ed38ba2-5937-4ca2-9952-32c0952c5efa_20250122T18:51_UTC.wav
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[CUSTOMER][NEUTRAL] it's varying under a million things.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to obtain benefits for a member.
[AGENT][POSITIVE] OK, I can help you with benefits. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] But she's also like has a lot on her feet.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and callback number is [PII]. They, they, they are specialists in the kidneys.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] In.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Policy number we have is 1075683.
[AGENT][NEUTRAL] OK let me pull that policy in for us real quick.
[CUSTOMER][NEUTRAL] Um, I mean, I don't know for sure what she's gonna do, she likes it.
[CUSTOMER][NEUTRAL] She's doing her clinical there.
[AGENT][NEUTRAL] OK, I do see that uh [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] uh, it was [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She has a supplemental insurance policy that is billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm I mean you will, but I guess you'll make more. I don't know.
[AGENT][NEUTRAL] And she has an inpatient benefit amount of $5000.
[AGENT][NEUTRAL] And then she also has a benefit amount, and that benefit amount for inpatient is per occurrence.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] The normal, the, the job.
[AGENT][NEUTRAL] She also has an outpatient benefit amount per occurrence of $500.
[CUSTOMER][NEUTRAL] So if when you know how now whoever pays the child support in the divorce in divorce cycle occurring are the are the ones that get to pay the taxes. OK.
[CUSTOMER][NEUTRAL] So, covers up to $500 per occurrence for outpatient. OK, perfect. And for, do you guys give a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can uh use my name [PII] and today's date. you spell it [PII]
[CUSTOMER][NEUTRAL] Change the taxes.
[CUSTOMER][NEUTRAL] Always not one year yes one year no always.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] All righty, thank you so much for your help.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye. And then I saw, I saw something today on Instagram where