AccountId: 011433970860
ContactId: 8f99ebb8-8c94-425d-9f97-c29e0c07fefa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150740 ms
Total Talk Time (AGENT): 53890 ms
Total Talk Time (CUSTOMER): 55736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/8f99ebb8-8c94-425d-9f97-c29e0c07fefa_20250418T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII]. I would just like to get benefit information for one of our patients.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII] and you said your name is [PII]?
[AGENT][POSITIVE] Yes, that's correct. Yes.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] And your initial is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, [PII], could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, 01611648 Mama Lima 8.
[AGENT][NEUTRAL] OK, thank you. And do you have that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And are we looking for outpatient hospital benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that pulled up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is specialist office visit covered under the plan?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] And this is not a guarantee of payment, it's a basic outline of the policy.
[AGENT][NEUTRAL] Um, for her plan.
[AGENT][NEUTRAL] So she has a $1500 calendar year payout for outpatient services. Treatment and procedures in the office are covered under that, but not the actual office visit.
[CUSTOMER][NEUTRAL] Oh, and what's the accumulation as of today for the 1500?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I don't show that anything's been used.
[CUSTOMER][NEUTRAL] So, [PII] still have the full 1500.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Uh, what's the reference number for this call?
[AGENT][NEUTRAL] That's just my name and today's date.
[AGENT][POSITIVE] And can I help with anything else today?
[CUSTOMER][NEUTRAL] All right. That will be
[CUSTOMER][POSITIVE] That's it. Thank you so much. That will be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] Thank you bye bye you too.
[AGENT][NEUTRAL] Bye