AccountId: 011433970860
ContactId: 7448b72b-4473-44f6-880a-a62c551bbf70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129270 ms
Total Talk Time (AGENT): 72422 ms
Total Talk Time (CUSTOMER): 35849 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7448b72b-4473-44f6-880a-a62c551bbf70_20250321T19:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling. I have a patient here that's providing the secondary card. I wanna get benefits.
[AGENT][POSITIVE] OK, sure, I can assist you on benefits or salary. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII] direct line.
[AGENT][NEUTRAL] OK, and you're calling from which facility for my notation?
[CUSTOMER][NEUTRAL] Acumen.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01797941 ML8.
[AGENT][NEUTRAL] Yeah what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what type of services being render for benefits?
[CUSTOMER][NEUTRAL] Radilogy CT scan?
[AGENT][NEUTRAL] OK, right, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical and we have an outpatient maximum of 750 per calendar year per covered person.
[CUSTOMER][NEUTRAL] Do you know out of the 750 how much have been used?
[AGENT][POSITIVE] I can check for you.
[AGENT][NEUTRAL] She has not used her benefits for [PII] as of today, so she still have the full amount available.
[CUSTOMER][NEUTRAL] All right, can I have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Just your name. I didn't get it at the beginning. I'm sorry.
[AGENT][NEUTRAL] It's OK. That's [PII].
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.