AccountId: 011433970860
ContactId: 9997d91b-6dd7-4b6b-bd4f-c82a39ccdc9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203080 ms
Total Talk Time (AGENT): 71911 ms
Total Talk Time (CUSTOMER): 80716 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/9997d91b-6dd7-4b6b-bd4f-c82a39ccdc9b_20250424T17:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] Good, my love. I'm calling because I have a patient of ours that's coming in tomorrow for surgery, and I wanna see if you can tell me their benefits, what they have available to you.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number and in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number for the number is 02565825.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] The patient's last, uh first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you are needing benefits?
[CUSTOMER][NEUTRAL] Yeah, yeah, he's coming in for outpatient surgery in the facility.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinate with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance only.
[AGENT][NEUTRAL] For outpatient.
[AGENT][NEUTRAL] We'll pay up to $8500.
[CUSTOMER][POSITIVE] Perfect. And does it show if he has used any amount?
[AGENT][NEUTRAL] Hold on just a moment, I'll check.
[AGENT][NEUTRAL] He has used $324.14.
[CUSTOMER][NEUTRAL] $324.14 he used.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] Perfect, my love. Can, uh can you do me a favor? Can you spell your first name for me just in case and then do you have a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date, that is [PII]
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's it. Thank you so much and I hope you have a good rest of your day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you, take care.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Mhm. Thanks. Bye.