AccountId: 011433970860
ContactId: 7d4a822c-11b5-44b7-a8e0-7b2fa77e83c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122290 ms
Total Talk Time (AGENT): 63116 ms
Total Talk Time (CUSTOMER): 45589 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/7d4a822c-11b5-44b7-a8e0-7b2fa77e83c6_20250401T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a provider's office. I was just trying to get benefits for a specific CPT code.
[AGENT][POSITIVE] OK, [PII] I'm happy to check on benefits. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It is 02409023.
[AGENT][NEUTRAL] Alright, let me pull that up and then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah my direct line is [PII].
[AGENT][POSITIVE] All right. Thank you so much. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active, [PII]. The effective date on here is [PII]. We're the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] And their outpatient benefit on the plan, it looks like it's per occurrence and the max is 1500.
[CUSTOMER][NEUTRAL] Perfect, so you said the policy will pick up deductibles, um, co-pay and co-insurance if the primary doesn't?
[AGENT][NEUTRAL] Mhm. Correct, yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, well that is all that I needed to know, um.
[CUSTOMER][NEUTRAL] Do you have a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initials and today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] You too, thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye.