AccountId: 011433970860
ContactId: 6fb74587-0499-44f2-a52f-a3782d0d8cb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124180 ms
Total Talk Time (AGENT): 51209 ms
Total Talk Time (CUSTOMER): 52685 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6fb74587-0499-44f2-a52f-a3782d0d8cb1_20250204T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] and I'm calling to check outpatient benefits for my patients gap insurance.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on benefits for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have um 021-75427 ML 8.
[AGENT][POSITIVE] Thank you so much let me pull that up here.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. Uh, patient plan is active. The effective date is [PII].
[AGENT][NEUTRAL] Uh, the member's plan looks like it has an outpatient benefit amount of a calendar day which is $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What calendar date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All righty then. Uh,
[CUSTOMER][NEUTRAL] Let me see right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bear with me, I thought I was typing. Oh my [PII].
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and so pre-authorization would not be needed for outpatient surgery, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And these $500 would cover, um, would cover like co-pays, um, deductibles, and co-insurance.
[AGENT][POSITIVE] Exactly right, yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, good, perfect. OK, what is the reference number for this call?
[AGENT][NEUTRAL] Call references my name with my last initial and then today's date. My name again is [PII], which is [PII] Last initials, my name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. You have a good one, OK? Mhm.
[AGENT][POSITIVE] You're welcome. You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.