AccountId: 011433970860
ContactId: b09c4700-eb5b-47c0-8e63-ede1e6d7da30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132520 ms
Total Talk Time (AGENT): 59723 ms
Total Talk Time (CUSTOMER): 37221 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/b09c4700-eb5b-47c0-8e63-ede1e6d7da30_20250306T15:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, yes, I needed to get benefits on a patient please.
[AGENT][POSITIVE] Alright, I'm happy to check benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, policy is 01845658.
[AGENT][POSITIVE] Thank you so much. And then if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] It, my first name is [PII].
[AGENT][POSITIVE] Thank you, yeah.
[AGENT][NEUTRAL] And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much, [PII]. So patient does have an active plan. The effective date is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Do you need the um amounts for like outpatient and inpatient as far as limits?
[CUSTOMER][NEUTRAL] Yes, please, for outpatient.
[AGENT][NEUTRAL] OK, so it looks like the outpatient benefit max is per occurrence on the member plan, so that's $500.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, alright, so then that's all I needed, um, do you give reference numbers for your calls?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name. What's my last initials in today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, OK, then that's everything. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.