AccountId: 011433970860
ContactId: b66b4ef3-de08-45e5-98b8-764bb197e212
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234539 ms
Total Talk Time (AGENT): 116392 ms
Total Talk Time (CUSTOMER): 94352 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b66b4ef3-de08-45e5-98b8-764bb197e212_20250404T16:20_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] Hi, I just wanna see if you guys are covering um a patient's co-payment for the for a procedure they're having on the [PII], please.
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Excuse me, [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] I have it as 02138750 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 72663.
[AGENT][NEUTRAL] And I'm sorry, did you say policy 2,138,750?
[CUSTOMER][NEUTRAL] 02138750 ML 8.
[AGENT][NEUTRAL] So that is pulling up a different member.
[AGENT][NEUTRAL] Do you have the ID card?
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] I do, give me a second.
[CUSTOMER][NEUTRAL] Yeah, it's showing as his name.
[AGENT][NEUTRAL] 02
[CUSTOMER][NEUTRAL] [PII] and then [PII]
[CUSTOMER][NEUTRAL] That's the patient.
[AGENT][NEUTRAL] OK, let me do a name search.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes. And last name is [PII]
[AGENT][NEUTRAL] Last name and then [PII]
[AGENT][NEUTRAL] Oh, [PII] is the last name.
[CUSTOMER][NEUTRAL] Oh, wait. I'm so, I'm so sorry. No. [PII] is the first and then [PII] is the last.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] [PII], sorry, [PII].
[AGENT][NEUTRAL] But yeah, that one.
[CUSTOMER][NEUTRAL] That one yeah.
[AGENT][NEUTRAL] Alright, and you said the date of er I mean date of birth was [PII]?
[CUSTOMER][NEUTRAL] I have it as, yep, [PII].
[AGENT][NEUTRAL] OK, I found him. Can I give you the correct policy number?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yes, let me just edit it. Go ahead love.
[AGENT][NEUTRAL] His policy number is 02138760.
[CUSTOMER][NEUTRAL] OK. ML8 or no?
[AGENT][NEUTRAL] Yeah, it's, it's not required. You can put the MLA. It is listed on this card, but it's not required. So I think that 5 just, I mean that 6 must look like a 5.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect
[AGENT][NEUTRAL] Well we got.
[CUSTOMER][NEUTRAL] Yeah, probably.
[AGENT][NEUTRAL] We got him now and his policy is active as of [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[AGENT][NEUTRAL] And you said you were needing outpatient coverage?
[CUSTOMER][NEUTRAL] Yes, he's having an outpatient procedure and an ambulatory.
[AGENT][NEUTRAL] OK, he does have benefits for that under this plan, under his outpatient coverage of $2000 and that is a per calendar year benefit.
[CUSTOMER][NEUTRAL] OK, $2000. OK, and what is your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I appreciate your help. You have a great day.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Thank you for calling APL. Hope you have a great day and a happy weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.