AccountId: 011433970860
ContactId: aba786ec-72c4-4e48-99c3-1521ebd400b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148699 ms
Total Talk Time (AGENT): 46546 ms
Total Talk Time (CUSTOMER): 88144 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/aba786ec-72c4-4e48-99c3-1521ebd400b5_20250327T16:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's uh [PII], APL agent extraordinaire. How are you today?
[AGENT][POSITIVE] Hi, I'm doing well how are you?
[CUSTOMER][POSITIVE] Yeah, yeah, better than most. Uh, have we ever spoken before?
[AGENT][NEUTRAL] I think we have.
[CUSTOMER][NEUTRAL] OK, just making sure, um, look, my best call back number just to go protocol is [PII].
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. What can we do for you today?
[CUSTOMER][NEUTRAL] And I have a
[CUSTOMER][NEUTRAL] Well, I have a stupid man question that I'm getting ready to call a professor, but you know how they are sometimes. Um, here's the policy number, tell me when you're ready.
[AGENT][POSITIVE] OK, yes, I'm ready.
[CUSTOMER][NEUTRAL] 2,472,970
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII] and her date of birth, tell me when you're ready.
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, yes, got it.
[CUSTOMER][NEUTRAL] OK, so she's having cataract surgery. Um, I just wanna make sure, uh, if it is or if you don't think it's covered, you know, it's gonna be at an outpatient treatment center, but I just wanna make sure, um, because she doesn't have, they don't have it it's university everybody's broke there, um, so I had to do a special plan for them and they don't have the physicians uh treatment writer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I just want to make sure if it's done at an outpatient treatment facility.
[AGENT][NEUTRAL] If it's in an outpatient, uh, I believe so, um, let me get that policy pulled up and check. You did, so that is outpatient, um, I will say uh the outpatient benefit is uh on a per calendar day basis, so it's uh $300 yes, OK.
[CUSTOMER][POSITIVE] Yes, it's $300 well.
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah, outpatient surgery center is uh covered under their outpatient benefit.
[CUSTOMER][POSITIVE] OK, as long as it's not out of the doctor's office. OK, alright, I just wanna make sure I have my, my nomenclature correct before I call this lady. Alright, thank you so much.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Absolutely, of course, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alright, take care.
[CUSTOMER][POSITIVE] No thank you I appreciate your insight immensely thank you.
[AGENT][POSITIVE] All right, of course. Thank you. Bye bye.