AccountId: 011433970860
ContactId: 83f63013-c9ab-4f7d-b2ff-8c8cc3574356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261089 ms
Total Talk Time (AGENT): 70228 ms
Total Talk Time (CUSTOMER): 44208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/83f63013-c9ab-4f7d-b2ff-8c8cc3574356_20250407T14:36_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, my name is [PII]. I was calling to get outpatient benefits for patients that's coming in.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected, I could call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah it's uh 02501418.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits for outpatient?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to the deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] For outpatient. Hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry. Hold on one moment. Let me look up, look up that outpatient benefit, OK?
[CUSTOMER][POSITIVE] OK, yeah, no worries, take your time.
[AGENT][NEUTRAL] Take me just one moment.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] My system's moving slow. I apologize.
[CUSTOMER][POSITIVE] Yeah, it's all right, it's alright. I, I don't mind.
[AGENT][NEUTRAL] OK, we would pay up to $3500 per calendar year for outpatient and inpatient combined.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then has the patient you still paying you of her benefits for this calendar year?
[AGENT][NEUTRAL] No, ma'am, she has not.
[CUSTOMER][POSITIVE] OK, perfect. Alright, [PII], those were the only questions that I had. Thank you so much for your help, OK?
[AGENT][POSITIVE] Is it? You're welcome. Thank you, [PII] for calling APA. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.