AccountId: 011433970860
ContactId: 7935ba7d-8547-4af3-a973-d548419bd192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121339 ms
Total Talk Time (AGENT): 37328 ms
Total Talk Time (CUSTOMER): 33767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/7935ba7d-8547-4af3-a973-d548419bd192_20250428T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, I need benefits on the patient please.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, and a callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Uh, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I do. It's 02137682.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Uh, it looks like our policy is effective [PII]. It's active, and you need benefits for outpatient services.
[CUSTOMER][NEUTRAL] Outpatient, yes.
[AGENT][NEUTRAL] It's not a guarantee of payment. It's basic outline of the policy.
[AGENT][NEUTRAL] Um, let me get the policy pulled up. Give me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like for this policy, they have a $500 per covered person per calendar day benefit.
[CUSTOMER][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's it?
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] OK, and no pre-cert required.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK thank you you have a great day.
[AGENT][POSITIVE] OK, thanks for calling APLU as well.
[CUSTOMER][NEUTRAL] Uh huh bye.