AccountId: 011433970860
ContactId: b82c49ba-7974-4aa6-ade1-43432bc25c1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168000 ms
Total Talk Time (AGENT): 68435 ms
Total Talk Time (CUSTOMER): 52351 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b82c49ba-7974-4aa6-ade1-43432bc25c1d_20250325T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was needing to get benefits on a patient, please.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. The phone number is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's called Ambulatory diagnostic Center.
[AGENT][NEUTRAL] OK, and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh yes, policy is 02493165.
[CUSTOMER][NEUTRAL] OK. And um her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick for us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy. Her effective date is [PII], and this is just to verify her benefits. It's not a guarantee of
[AGENT][NEUTRAL] She actually has a
[AGENT][NEUTRAL] Policy that's billed secondary to the primary. The policy helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $6000 and an outpatient benefit amount of $3000.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][NEUTRAL] OK, and then for the outpatient, can you tell me if she still has benefits remaining on that?
[AGENT][NEUTRAL] Yes, let me look real quick.
[AGENT][NEGATIVE] I do not show that she has used anything for the year of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, OK, awesome. So I, that's all I needed and um, do you give reference numbers?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK. And you said your name was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, then that's all I needed thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APA.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.