AccountId: 011433970860
ContactId: 78f8a085-9268-4b85-9d8f-945099744e46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80879 ms
Total Talk Time (AGENT): 40038 ms
Total Talk Time (CUSTOMER): 25217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/78f8a085-9268-4b85-9d8f-945099744e46_20250605T13:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I was calling to get outpatient benefits for a member. My name is [PII].
[AGENT][NEUTRAL] All right, [PII]. Happy to check on outpatient benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 01663526
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Uh, Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you. So they are active. Effective date is [PII].
[AGENT][NEUTRAL] We are the member secondary insurance, so it does cover deductible, co-pay, co-insurance, the primary does not.
[AGENT][NEUTRAL] And the outpatient benefit max on this member's plan is 1500 for the calendar year.
[CUSTOMER][NEUTRAL] And do they have the full amount available?
[AGENT][NEUTRAL] Yeah, so it looks like they have not used anything for the year.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.