AccountId: 011433970860
ContactId: 84ec2ad0-db29-4149-a054-365bb868d722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147080 ms
Total Talk Time (AGENT): 83623 ms
Total Talk Time (CUSTOMER): 39580 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/84ec2ad0-db29-4149-a054-365bb868d722_20250205T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I was calling to get out patient benefits for a patient that's coming in.
[AGENT][POSITIVE] A [PII], it would be a pleasure to assist you with those benefits. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 246-499-93.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. And you are needing benefits for [PII]?
[CUSTOMER][NEUTRAL] Yes, for outpatient.
[AGENT][NEUTRAL] OK. Bear with me just one moment. This policy termed on [PII], checking to see if she has active coverage.
[CUSTOMER][POSITIVE] Oh OK, thank you.
[AGENT][POSITIVE] You're very welcome. Give me just one moment.
[AGENT][NEUTRAL] OK, she does have active coverage. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] Uh yes hold on.
[AGENT][NEUTRAL] OK. So, as of [PII], her active policy number is 246-6999.
[CUSTOMER][NEUTRAL] 246-699-999
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' Major Medical.
[AGENT][NEUTRAL] And you were needing outpatient benefit for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, I can help you with that benefit. [PII] does have outpatient coverage up to $6000 per calendar year. Now that is a verification of coverage, not a guarantee of payment.
[AGENT][NEUTRAL] And she has not used any of that benefit as of yet for [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, um, those were the only questions that I had. Thank you so much for your help, OK?
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with those benefits. [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too thank you so much bye.
[AGENT][POSITIVE] Thank you, bye bye.