AccountId: 011433970860
ContactId: 9ce0b3d1-7aff-4d7b-aef6-89c5b90adc1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228509 ms
Total Talk Time (AGENT): 68372 ms
Total Talk Time (CUSTOMER): 52430 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/9ce0b3d1-7aff-4d7b-aef6-89c5b90adc1a_20250506T14:05_UTC.wav
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[CUSTOMER][NEUTRAL] Wanting more.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, I'm calling from a provider's office. I need to get benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] And when you do have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It's 02419348 M as in Mary, L as in Mary 8.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy termed 11 or 10-1124. Let me see if there's anything else active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like there's an active policy. Let me get that pulled up.
[AGENT][NEUTRAL] OK, this policy is effective [PII], and let me give you that number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] It's 255.
[AGENT][NEUTRAL] 6452.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 25564
[AGENT][NEUTRAL] 52.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and let's see, is this for outpatient benefits?
[CUSTOMER][NEUTRAL] I need both out and in and the office visits are covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy. Let me get that pulled up.
[AGENT][NEUTRAL] OK, for inpatient hospital benefits, there's an $8700 per covered person per calendar year benefit.
[CUSTOMER][NEUTRAL] You said it was for inpatient I'm sorry?
[AGENT][NEUTRAL] Yes, inpatient.
[CUSTOMER][NEUTRAL] OK, and has she met anything? Has she accumulated any?
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, she's not used anything on her inpatient benefits.
[CUSTOMER][NEUTRAL] OK, and what's um I'm ready for the outpatient.
[AGENT][NEUTRAL] Outpatient is 8700 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, office visits are not covered, but there is coverage for treatment and procedures rendered in office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect and has she used anything in the outpatient?
[AGENT][NEUTRAL] Uh, she's only $70.
[CUSTOMER][NEUTRAL] OK perfect. Alright, [PII] is there a reference number for this call?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] um that's all I need.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.