AccountId: 011433970860
ContactId: 944be4eb-a84f-4fa4-ab72-5765e69f6c1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199339 ms
Total Talk Time (AGENT): 84152 ms
Total Talk Time (CUSTOMER): 69711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/944be4eb-a84f-4fa4-ab72-5765e69f6c1a_20250326T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for benefits on the policy please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Santa Lucia Surgical Center.
[AGENT][NEUTRAL] OK, and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number has 02477114.
[CUSTOMER][NEUTRAL] Patient is [PII] 4-12-1958.
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[AGENT][NEUTRAL] OK. I do show that this policy for [PII] is no longer active. The policy
[AGENT][NEUTRAL] Well, I guess it will be active until [PII]. On [PII], the policy will terminate.
[CUSTOMER][NEUTRAL] But it's active now or no?
[AGENT][POSITIVE] Yes, as of now, it is active.
[AGENT][NEUTRAL] It is active only until [PII].
[CUSTOMER][NEUTRAL] OK 041.
[CUSTOMER][NEUTRAL] OK, and what are the benefits for our um outpatient and an ambulatory surgical center?
[AGENT][NEUTRAL] Yes ma'am, um, this is just to verify coverage. It's not a guarantee of payment. He has an outpatient benefit amount of $7000 that helps towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Has he and any of that better that's still available?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEUTRAL] Nothing has been met for the year of [PII] and I wanna look just to see if he's gonna have a new policy. No, he doesn't have a new one. OK, I wanted to check to see if he was gonna get a new policy after [PII], but I did not see one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, OK, so the benefits are available till [PII], that's it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, and [PII] is there a reference number by any chance?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Alright well you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.