AccountId: 011433970860
ContactId: 8dd5e62a-c060-4f35-b125-caa7eb6bef52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153860 ms
Total Talk Time (AGENT): 68070 ms
Total Talk Time (CUSTOMER): 47093 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/8dd5e62a-c060-4f35-b125-caa7eb6bef52_20250326T13:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. So, my name is [PII] [PII]. I was calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with outpatient benefits, Ms. [PII]. May I have a callback number just in case we get disconnected and the name of the facility?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII], and it's gonna be under Pembroke Pink Imaging.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, 02440235 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an outpatient maximum of $7350 per cover person per calendar year, and this is one of our secondary supplemental plan to the major medical with an effective date of [PII].
[CUSTOMER][NEUTRAL] [PII]. Um, OK, perfect. And has she used any of that Max?
[AGENT][NEUTRAL] I can check for you. Let me see.
[AGENT][NEUTRAL] She has not used her benefits for [PII] as of today, so she still have the full amount available.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. Is there any way I can just have a reference number for the call, please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Um, no, I think I'm good, thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah.