AccountId: 011433970860
ContactId: b3896089-fb19-4cb6-b2e5-9ecaf19b13ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156240 ms
Total Talk Time (AGENT): 70828 ms
Total Talk Time (CUSTOMER): 37218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/b3896089-fb19-4cb6-b2e5-9ecaf19b13ae_20250321T15:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I need benefits on a patient please.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Of course, my name is [PII], that's [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02465331 M for Mary L like Lima 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're needing benefits or claim status?
[CUSTOMER][NEUTRAL] Benefits.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, they do have a new policy number. That policy number is 02.
[AGENT][NEUTRAL] 502-546
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment. Is this for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] At an ambulatory service center.
[AGENT][NEUTRAL] OK. This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay, or co-insurance only, we'll pay up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] Has anything been met?
[AGENT][NEUTRAL] Hold on just a moment, I can check for you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] No, ma'am. He has not made anything for this year.
[CUSTOMER][POSITIVE] Perfect, can I have a reference number for our call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, can you have the initials for your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] Thank you. Yes, [PII] for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.