AccountId: 011433970860
ContactId: 890a3397-a501-406e-bad7-674ccad4c330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193479 ms
Total Talk Time (AGENT): 98961 ms
Total Talk Time (CUSTOMER): 46498 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/890a3397-a501-406e-bad7-674ccad4c330_20250529T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with outpatient benefits. May I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number, sorry, is 02569520.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] All right, I do show that Iran does have an active policy. The effective date of the policy is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $8500.
[AGENT][NEUTRAL] And he also has an outpatient benefit amount of $8500 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, has any of that been used as of now?
[AGENT][NEUTRAL] Uh, let me check for you real quick.
[AGENT][NEUTRAL] No, ma'am. Nothing's been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK perfect and I noticed you said he, but on the other insurance is saying this is for female.
[AGENT][POSITIVE] I may have let me look and see. I may have messed up with that yes, we're showing female also. I apologize for that.
[CUSTOMER][NEUTRAL] Mhm OK
[CUSTOMER][NEUTRAL] OK, OK, just wanted to double check, OK perfect and then can I just have your name and a reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, my name is [PII] and you can use my name at today's date for your reference.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][NEUTRAL] And what is the name of the facility that you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Midtown Women's Center.
[AGENT][POSITIVE] OK, thank you very much. I appreciate that. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] All right, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.