AccountId: 011433970860
ContactId: 7b13008b-8634-4e72-9ceb-233abc227a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176880 ms
Total Talk Time (AGENT): 66475 ms
Total Talk Time (CUSTOMER): 49712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7b13008b-8634-4e72-9ceb-233abc227a15_20250604T13:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling for a patient's benefits.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I'm not sure which one it is. We have 2 on file, and then she just provided a different one as the 3rd 1, so I'll give you this last one that she provided.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02497627 ML8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][POSITIVE] Uh, correct, for.
[CUSTOMER][NEUTRAL] An ultrasound diagnostic outpatient.
[AGENT][NEUTRAL] OK, for outpatient, I can give those to you. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to her deductible copay or co-insurance, we'll pay up to.
[AGENT][NEUTRAL] $7900 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, what was your name again? I'm sorry, I didn't catch you in the beginning.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much. Uh, no, that was all.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You as well. Take care.
[AGENT][POSITIVE] Thank you. Bye bye.