AccountId: 011433970860
ContactId: 735d26dd-f84e-4d22-a7f3-f4b9b595810a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108889 ms
Total Talk Time (AGENT): 53333 ms
Total Talk Time (CUSTOMER): 33397 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/735d26dd-f84e-4d22-a7f3-f4b9b595810a_20250109T20:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm looking to verify some benefit information for a patient.
[AGENT][POSITIVE] OK, I'm happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02013328 ML 8.
[AGENT][POSITIVE] Thank you so much. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I grab your first name with a callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] You pick up everything after the after the primary process is it?
[AGENT][NEUTRAL] Correct, so the outpatient benefit max would be 3000 inpatient is 5000.
[CUSTOMER][NEUTRAL] Can you tell if anything's been met?
[AGENT][NEUTRAL] I can check that for you, one moment.
[CUSTOMER][NEUTRAL] 120
[AGENT][NEGATIVE] Not showing anything used thus far.
[CUSTOMER][NEUTRAL] Alright and a reference number?
[AGENT][NEUTRAL] Call reference would be my name with my last initial in today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thanks so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.