AccountId: 011433970860
ContactId: a4ac8811-9426-4182-8b8a-1be7552be5d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126489 ms
Total Talk Time (AGENT): 53346 ms
Total Talk Time (CUSTOMER): 50712 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a4ac8811-9426-4182-8b8a-1be7552be5d9_20250617T18:01_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], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, give me one second. Policy number I have on file is 02.
[CUSTOMER][NEUTRAL] 450098 M like Mary, L like Larry, number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII] and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, benefits and eligibility please.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Perfect and the patients coming in for an outpatient procedure?
[AGENT][NEUTRAL] Outpatient this.
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance. Whatever the primary applies to the deductible co-pay or co-insurance for outpatient we'll pay up to $750 per calendar day.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, and [PII], that has anything been used at that $750?
[AGENT][NEUTRAL] Well, it's per day, so no, ma'am.
[CUSTOMER][NEUTRAL] Oh, that's per day, 750 per day you said?
[AGENT][NEUTRAL] Yes ma'am. 150 per day. Yes, ma'am.
[CUSTOMER][NEUTRAL] Ok, so 50 per day.
[CUSTOMER][POSITIVE] OK perfect that was actually all I needed thank you so much for your help though, [PII] and have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye bye.