AccountId: 011433970860
ContactId: a7e03c4c-359d-462e-bc22-1fcfcdf5a707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170000 ms
Total Talk Time (AGENT): 77005 ms
Total Talk Time (CUSTOMER): 56959 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a7e03c4c-359d-462e-bc22-1fcfcdf5a707_20250604T13:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from MUSC. Um, I need to get benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 0259.
[CUSTOMER][NEUTRAL] 2448.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh the first name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Uh, it looks like the policy is effective and active [PII]. And was this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I pulled up. Give me one moment.
[AGENT][NEUTRAL] This is not a guarantee of payment, it's a basic outline of the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, for outpatient benefits.
[AGENT][NEUTRAL] There is a $4200 covered per uh per covered person per calendar year benefit payable.
[CUSTOMER][NEUTRAL] OK, so do they have a copay?
[AGENT][NEUTRAL] Uh, no, this, so this works as a secondary policy. So after primary processes the claim, whatever is left over, we will pay up to 4200.
[AGENT][NEUTRAL] Um, they do have a $1500 deductible that has to be met before we pay that.
[CUSTOMER][NEUTRAL] OK, so they have to meet the $1500 before you pay the $4000.
[AGENT][NEUTRAL] 200, yes.
[CUSTOMER][NEUTRAL] Oh, OK, so 0 copay. What about a co-insurance?
[AGENT][NEUTRAL] No, it's just, it's just a $1500 deductible, so like whatever's left from the primary, whatever balance is left, we'll apply the $1500 deductible and then we'll pay 100% up to $4200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you'll pay 100% up to 42 100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, so and you said your name was [PII]?
[AGENT][NEUTRAL] Yes, uh, first initial to my last name is [PII] Our reference number is just my name and today's date. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, thank you so much, [PII]. You have a wonderful rest of your day, OK?
[AGENT][POSITIVE] Thanks for calling APL. I hope you do too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.