AccountId: 011433970860
ContactId: 741140b6-9c36-4e4d-92b0-e22a7729fc38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127819 ms
Total Talk Time (AGENT): 50538 ms
Total Talk Time (CUSTOMER): 40879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/741140b6-9c36-4e4d-92b0-e22a7729fc38_20250603T16:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to see the benefits for patients gap insurance, please.
[AGENT][POSITIVE] Alright, I'm happy to check benefits. Can I get their policy number?
[CUSTOMER][NEUTRAL] Yes, uh, policy number is 2549483.
[AGENT][NEUTRAL] And then for documentation, if I could grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII] callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Uh, patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. The effective date on here is [PII]. We are the members secondary insurance, so this does covertable co-pay co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and is there a, a maximum, uh, per day or per year or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are we looking for outpatient inpatient?
[AGENT][NEUTRAL] Both.
[CUSTOMER][NEUTRAL] For outpatient, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so it looks like they're outpatient benefit max of the calendar year and that's gonna be a total of $6000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, has anything been used or not yet?
[AGENT][NEUTRAL] I don't show anything used.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye-bye.