AccountId: 011433970860
ContactId: 8a007e32-5157-4548-9b7b-b96806af3003
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244270 ms
Total Talk Time (AGENT): 75532 ms
Total Talk Time (CUSTOMER): 45501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8a007e32-5157-4548-9b7b-b96806af3003_20250507T13:28_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][POSITIVE] My name is [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01901836.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] And you're wanting outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. She does have a new policy number. Let me give you that policy number, that, that one you gave me, canceled 6124.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02503135.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And 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, whatever the primary applies to their deductible, copay or co-insurance.
[AGENT][NEUTRAL] For outpatient.
[AGENT][NEUTRAL] We'll pay up to $1500.
[CUSTOMER][NEUTRAL] OK, is that per calendar, um, year or per calendar day?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has anything been met towards that?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. It has not been anything met.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. I hope you have a great day. Um, can I use today's date as a reference?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes ma'am, my name and today's date.
[CUSTOMER][POSITIVE] OK thank you I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.