AccountId: 011433970860
ContactId: ad4e638f-94c9-4814-87f9-c5ef2c2b2cdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179240 ms
Total Talk Time (AGENT): 80583 ms
Total Talk Time (CUSTOMER): 43328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ad4e638f-94c9-4814-87f9-c5ef2c2b2cdf_20250507T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get a patient's benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and then the last name is [PII] and then the policy number is 01611704.
[AGENT][NEUTRAL] OK, let me see if I can find that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us, and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK, um, for outpatient hospital?
[AGENT][NEUTRAL] Outpatient hospital and this is just to verify benefits it's not a guarantee of payment. She has a calendar year benefit amount of $2500 that goes towards deductible, co-pay or co-insurance for hospital confinement over 18 hours.
[CUSTOMER][NEUTRAL] OK, so it's for outpatient she could use it.
[AGENT][NEUTRAL] Outpatient, she also has a calendar year um benefit amount of $1500.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So for outpatient services per calendar year is 1500.
[AGENT][NEUTRAL] Yes, to go towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Got it and has she used any of the amount?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] She's used $741.85.
[CUSTOMER][NEUTRAL] Of the 1500, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right. Well, you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.