AccountId: 011433970860
ContactId: 7d2deeca-c116-4825-b1a0-4ca003001569
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192889 ms
Total Talk Time (AGENT): 92987 ms
Total Talk Time (CUSTOMER): 37281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7d2deeca-c116-4825-b1a0-4ca003001569_20250515T15:32_UTC.wav
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[AGENT][NEUTRAL] calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the Midtown Women's Center to get benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you, Ms. [PII], um, with the benefits and eligibility. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] It's 01843877 M as in Mary, L as in lime number 7.
[AGENT][NEUTRAL] OK, let me pull her policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to primary. This policy helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] And she has uh amount per calendar year of $5000.
[AGENT][NEUTRAL] And she also has an outpatient calendar year benefit amount of the same $55,000.
[CUSTOMER][NEUTRAL] OK, has she used any of it as of now?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Uh, she's only used $14.54.
[CUSTOMER][NEUTRAL] OK perfect and then can I have a reference number for this call please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that'll be all thank you.
[AGENT][POSITIVE] OK, you take care. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.