AccountId: 011433970860
ContactId: a99904db-9059-4cdb-8455-53529e4aaa17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180220 ms
Total Talk Time (AGENT): 80788 ms
Total Talk Time (CUSTOMER): 86396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a99904db-9059-4cdb-8455-53529e4aaa17_20250211T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was calling to find out, um, I guess benefit information for a patient's policy.
[AGENT][NEUTRAL] OK, so you're needing benefits for a patient, is that what you're asking?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][POSITIVE] OK, uh, do you have a policy number? Oh, and your name is, I'm so sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, you're fine. My name is [PII], that's [PII], last initial is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is um 662-742.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] and that is direct.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] That is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm showing her effective date is [PII]. And what benefit information are you needing for her?
[CUSTOMER][NEUTRAL] Um, she is having an outpatient procedure done in an ambulatory surgical facility, and I wasn't sure how this policy would pay or if it would at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, with her policy, it's a limited medical indemnity plan. Uh, she has an outpatient sickness benefit rider, but only for like ER urgent care, and surgery center, or I'm sorry, ER urgent care office or clinic, but she really doesn't have any.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Outpatient benefits as far as any other facility, um, unless
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was gonna say unless it's ER, but um, where she's having diagnostic perform, but other than that, no.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah she's having their um the upper and lower GI scope are both diagnostic but it's it's not happening in an office or anything it's an outpatient um it's an ASC OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alrighty then well I tried.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, um, do you have a call reference number or anything?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, excellent um and can you spell your name for me? I'm sorry.
[AGENT][NEUTRAL] Uh, yes, it's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty, well thank you so much. I appreciate your help today.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.