AccountId: 011433970860
ContactId: b8a96460-6b54-42e9-9525-2c3d4d014938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242039 ms
Total Talk Time (AGENT): 92772 ms
Total Talk Time (CUSTOMER): 62283 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/b8a96460-6b54-42e9-9525-2c3d4d014938_20250423T14:02_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I, I need to check a patient's ga policy.
[AGENT][NEUTRAL] May I ask who's calling?
[CUSTOMER][NEUTRAL] I'm calling from Ambulatory diagnostic Center. My name is [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Don't no.
[AGENT][NEUTRAL] And how did you pronounce it? [PII]?
[CUSTOMER][POSITIVE] [PII], yes, correct.
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I don't I'm on I don't.
[CUSTOMER][NEUTRAL] It is 021-897-09.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Uh, yes, I need the effective date and outpatient benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[AGENT][NEUTRAL] This policy number that you gave me canceled [PII]. Let me look and see if they have another policy. Hold on.
[AGENT][NEUTRAL] OK, he does have another policy. The policy number is 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 295975
[AGENT][NEUTRAL] effective date [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay or co-insurance only will pick up up to $3500 per calendar year.
[CUSTOMER][NEUTRAL] OK. Um, have you used any other benefits?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] He has used $200.49.
[CUSTOMER][NEUTRAL] OK. And so we confirm the policy number. Um, you said 022959975.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. Is there a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was it. Um, what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.