AccountId: 011433970860
ContactId: 989c09c1-c7fc-49a2-b0ea-513b32ee6983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161119 ms
Total Talk Time (AGENT): 78205 ms
Total Talk Time (CUSTOMER): 46310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/989c09c1-c7fc-49a2-b0ea-513b32ee6983_20250110T21:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Uh, I need to verify the benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII] uh sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the patient's policy number, please.
[CUSTOMER][NEUTRAL] 02456738 M as in Mary.
[CUSTOMER][NEUTRAL] And I think it's a L and 7.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. I'm gonna pull that in for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And this is to verify coverage for the insured. It's not a guarantee of payment. This is a supplemental policy that is billed secondary to the primary. The policy helps with deductible, co-pay, or coinsurance.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They have an inpatient benefit amount per calendar year of $5000 and they also have an outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] For outpatient services.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, that's great. Thank you so much. What is your reference for this call, [PII]?
[AGENT][NEUTRAL] Uh, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's easy. Thank you, [PII]. Have a wonderful day and happy New Year, OK?
[AGENT][POSITIVE] Yes, happy new year to you. You have a blessed weekend Miss [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Thank you.
[AGENT][NEUTRAL] Bye-bye.