AccountId: 011433970860
ContactId: 89ad1713-6aea-4ec0-ab1d-035ee2c63770
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124970 ms
Total Talk Time (AGENT): 66077 ms
Total Talk Time (CUSTOMER): 32758 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/89ad1713-6aea-4ec0-ab1d-035ee2c63770_20250623T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, just calling to check about patients benefits for an upcoming surgery they have at the hospital.
[AGENT][NEUTRAL] OK, I can check those benefits. Is that an outpatient surgery?
[CUSTOMER][NEUTRAL] Uh, inpatient surgery.
[AGENT][NEUTRAL] Inpatient, OK.
[AGENT][NEUTRAL] All righty. And what was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02618797.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is uh [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you so much for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And of course I will let you know verification of coverage is not a guarantee of payment for claims, so that inpatient benefit amount is $3000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you'll give me one moment, I will see if any of that has been used.
[AGENT][NEGATIVE] OK, none of his benefits have been used so far this year.
[CUSTOMER][POSITIVE] For amount remaining perfect.
[CUSTOMER][NEUTRAL] Uh, then, yeah, is there a reference number for our conversation?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][POSITIVE] That's everything thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.