AccountId: 011433970860
ContactId: b4da08e7-59a0-483d-8d04-6e6cde44b415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205419 ms
Total Talk Time (AGENT): 50691 ms
Total Talk Time (CUSTOMER): 65277 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/b4da08e7-59a0-483d-8d04-6e6cde44b415_20250424T21:29_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling you by this outpatient. I'm calling in reference to a mal patient. I'm trying to obtain outpatient benefits.
[AGENT][POSITIVE] Hey [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Do you have another number?
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] I don't have that's the number that they provide um.
[AGENT][NEUTRAL] And the last name or?
[CUSTOMER][NEUTRAL] If any other users
[CUSTOMER][NEUTRAL] Yeah, the last I have the social [PII].
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, uh, let me see, it looks like.
[AGENT][NEUTRAL] Uh, it looks like this policy is effective for [PII], but it will turn on [PII]. Um, I can give you benefits though is the date of service gonna be before that?
[CUSTOMER][NEUTRAL] Yes, it's gonna be on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy. Is this for outpatient services or?
[CUSTOMER][NEUTRAL] Yes, outpatient services.
[AGENT][NEUTRAL] Um, for their outpatient benefit, they have a $2000 per covered person per calendar year benefit.
[CUSTOMER][NEUTRAL] OK. Does anything has been met?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um, no, I do not show anything that.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][POSITIVE] Perfect. The last thing that I need is gonna be a reference number for today and
[CUSTOMER][NEUTRAL] That will be everything.
[AGENT][NEUTRAL] Uh, it's just my
[CUSTOMER][NEUTRAL] And the initial to your last name if you.
[AGENT][NEUTRAL] Sure. It's uh my name is [PII], first initial is [PII], and the reference number is my name plus today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Thank you for calling A, have a good day.
[CUSTOMER][POSITIVE] Thank you. Have a good day.