AccountId: 011433970860
ContactId: b5a4b69d-ce67-4436-bc24-28e3fbd95945
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176380 ms
Total Talk Time (AGENT): 85199 ms
Total Talk Time (CUSTOMER): 62618 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/b5a4b69d-ce67-4436-bc24-28e3fbd95945_20250110T16:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to check on benefits for patients.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 019.
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] 06 M like Mary L like Larry 8.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Um, checking, hang on just a 2nd. 0198406 looks like it might be missing one number.
[CUSTOMER][NEUTRAL] Um, well, OK, well I'm looking, OK, so it says, oh, outpatient benefit er number.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm looking at the card, OK, so 019884.
[CUSTOMER][NEUTRAL] 06 M like Mary L like Larry 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I missed an 8. I apologize.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Omega 336.
[AGENT][NEUTRAL] Alright, thank you, and it would be my pleasure to help you with those benefits today for Ms. [PII]. I am showing that her policy is active as of [PII]. This is a secondary policy to her primary insurance, and what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, for the maternity benefits for the, um, delivery in the hospital just for the physician please.
[AGENT][NEUTRAL] OK, so that is going to be covered under her inpatient hospital benefit, and that maximum amount is $4000 per calendar year.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK, um.
[CUSTOMER][NEUTRAL] I'm sorry, you said your, what was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, and um can I get a reference number please?
[AGENT][POSITIVE] A reference number would be my name and today's date. I, and it has been a pleasure to assist you with that benefit today [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a happy weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you