AccountId: 011433970860
ContactId: a45664d0-d802-46bc-a163-bc9fc628845d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182059 ms
Total Talk Time (AGENT): 69443 ms
Total Talk Time (CUSTOMER): 73693 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/a45664d0-d802-46bc-a163-bc9fc628845d_20250321T21:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. This is [PII] on a recorded line calling from Saint Vincent Hospital. Just want to check the benefits for the patients who have a mutual. Can you help me with that?
[AGENT][NEUTRAL] I can help you with that and I'm sorry I missed your name. What was your name?
[CUSTOMER][NEUTRAL] [PII] Last name initial is [PII] How about yours?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is a good callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you and the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is 1701089.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. I can help you with the eligibility and benefits for [PII], showing that her policy is active.
[CUSTOMER][NEUTRAL] Yes, they
[CUSTOMER][NEUTRAL] Mhm. Do you need the CVV code for the ultrasound so we can check if it's covered?
[AGENT][NEUTRAL] Uh, she does have diagnos uh, let's see, the ultrasound is not a covered diagnostic test under her policy.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, not a covered benefits?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Diagnosing
[AGENT][MIXED] And, and the ultrasound is just, it does provide benefits for diagnostic tests, but ultrasound is not covered.
[CUSTOMER][NEUTRAL] And this is
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Ultrasound is not covered. And this is active since when I'm sorry to cut you off.
[AGENT][NEUTRAL] Ask that question again, please.
[CUSTOMER][NEUTRAL] Um, this is active since when?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] With no termination date.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Does it have a deductible or um out of pocket? None.
[AGENT][NEUTRAL] No, ma'am, this is a limited indemnity policy.
[CUSTOMER][NEUTRAL] A limited policy. OK. Thank you so much. Do we have a reference number for this call?
[AGENT][NEUTRAL] It's going to be my name in today's date, and I, I think I've already spelled that my name for you, didn't I?
[CUSTOMER][NEUTRAL] Yes. Um, that is [PII] [PII], correct?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All right, thank you so much for your assistance. Happy weekend. Bye bye for now.
[AGENT][POSITIVE] My pleasure to assist you with that and uh [PII] but thank you for calling APL and I hope you have a wonderful weekend as well. Take care.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.