AccountId: 011433970860
ContactId: b775a6b3-37f1-4d55-9306-dfd240a8ab20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128240 ms
Total Talk Time (AGENT): 69054 ms
Total Talk Time (CUSTOMER): 41310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b775a6b3-37f1-4d55-9306-dfd240a8ab20_20250408T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am with the facility and I am just needing to check benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Yes, it's uh [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] [PII] and his ID number is 02579335.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And the
[AGENT][NEUTRAL] All right, so I do show that [PII] does have an active policy with us. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. This is a supplemental insurance policy. It's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an inpatient benefit amount of $3500 and then he also has an outpatient benefit amount of $3500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect um that is what I needed. Do you have a call reference number I can get from you?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, thank you so much and I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You have a great day too thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.