AccountId: 011433970860
ContactId: 87faced8-5961-45bd-94bc-9229d4496521
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145820 ms
Total Talk Time (AGENT): 55966 ms
Total Talk Time (CUSTOMER): 44416 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/87faced8-5961-45bd-94bc-9229d4496521_20250409T20:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office for um benefits on a member.
[AGENT][POSITIVE] Hey, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][POSITIVE] Thank you. [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] 02258742 M as in Mary 17.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Um, inpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the plan. Looks like the policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for inpatient benefits.
[AGENT][NEUTRAL] We have a $2500 calendar year maximum payout.
[CUSTOMER][NEUTRAL] OK, 2500. OK, perfect. And that is for deductible and co-insurance as well?
[AGENT][NEUTRAL] Um, yes, so that will pay after primary pays, that will potentially cover any deductible, co-pay and co-insurance left over up to 2500.
[CUSTOMER][NEUTRAL] OK, and what are the accumulations?
[AGENT][NEUTRAL] Um, let's
[AGENT][NEUTRAL] Uh, I don't show anything's been used so far this year.
[CUSTOMER][POSITIVE] Nothing has been used. perfect. May I have a reference number for this call?
[AGENT][NEUTRAL] The reference number will just be my name and today's date. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, can you spell your name for me, please?
[AGENT][NEUTRAL] Um it's [PII], it's [PII] First initial to last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.