AccountId: 011433970860
ContactId: ad6509bf-aa5b-446f-af53-cf80ed5e2672
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136710 ms
Total Talk Time (AGENT): 50900 ms
Total Talk Time (CUSTOMER): 44132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ad6509bf-aa5b-446f-af53-cf80ed5e2672_20250611T18:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name is [PII] last [PII]. I'm calling to get some benefit information on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] 02518148
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, so the policy is effective [PII]. And is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Uh yes, it is.
[AGENT][NEUTRAL] This is not a guarantee of payment, basic outline of the policy. Let me get that pulled up, just one moment.
[AGENT][NEUTRAL] Um, so for their outpatient benefits, they have a benefit maximum covered per calendar year of $2,025.
[CUSTOMER][NEUTRAL] OK, how much of that has been met?
[AGENT][NEUTRAL] Um, doesn't look like he's used to anything this year.
[CUSTOMER][NEUTRAL] Alright, OK, and does that cover, what all does that cover?
[AGENT][NEUTRAL] Um, so it would be for outpatient services rendered in an outpatient facility, um, let me see.
[AGENT][NEUTRAL] Is this for
[CUSTOMER][NEUTRAL] Does it cover deductible coinsurance?
[AGENT][NEUTRAL] Oh, yes, deductible, co-insurance, co-pay left over from the primary.
[CUSTOMER][NEUTRAL] To pay coinsurance.
[CUSTOMER][NEUTRAL] Covered I basically need to know, alright, and what's the reference number for our call today?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right thank you so much and you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.