AccountId: 011433970860
ContactId: 91e97e73-34a3-4075-ae1b-a8e98a3d03fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159339 ms
Total Talk Time (AGENT): 57948 ms
Total Talk Time (CUSTOMER): 46633 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/91e97e73-34a3-4075-ae1b-a8e98a3d03fc_20250429T16:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I was just calling to verify benefits for a member.
[AGENT][NEUTRAL] OK, and how do you spell your name?
[CUSTOMER][NEUTRAL] [PII] Last name initial is [PII].
[AGENT][POSITIVE] Thank you, my ladies. And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02580179 M for Michael L for Lima and the number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's for [PII]'s date of birth is [PII].
[AGENT][POSITIVE] Thank you, my ladies, and you were just needing benefits?
[CUSTOMER][NEUTRAL] Um, yes, the benefits for ambulatory surgical center, non-hospital based outpatient.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance only, we'll pick up up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK, so you said that's $500 per day, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Perfect and then would you happen to have a car reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was it thank you so much for your help today.
[AGENT][POSITIVE] Thank you, my ladies for calling [PII]. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye-bye.