AccountId: 011433970860
ContactId: a2a0e607-0206-448d-bfc4-b9df294d8f19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105519 ms
Total Talk Time (AGENT): 52595 ms
Total Talk Time (CUSTOMER): 34240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/a2a0e607-0206-448d-bfc4-b9df294d8f19_20250319T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I was calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 021-75454, and her name is [PII], [PII].
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII], and this is just to verify her benefits. It's not a guarantee of payment. This is a supplemental insurance that's billed secondary to her primary.
[AGENT][NEUTRAL] It helps with deductible, co-pay and co-insurance, and she has an outpatient per calendar day benefit of $500.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Alrighty, um, those are the only questions that I have to thank you so much for your help, OK?
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, Ms. [PII].