AccountId: 011433970860
ContactId: bd2c0814-f284-485f-af83-5429c199deee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160580 ms
Total Talk Time (AGENT): 75801 ms
Total Talk Time (CUSTOMER): 40388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/bd2c0814-f284-485f-af83-5429c199deee_20250107T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm just calling to get secondary insurance benefits.
[AGENT][POSITIVE] OK [PII], I can help you with benefits. Can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And then what is her policy number?
[CUSTOMER][NEUTRAL] Her policy number is 02505754.
[AGENT][NEUTRAL] OK, let me look that policy up for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a secondary insurance that um
[AGENT][NEUTRAL] Is billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] The insured has an inpatient benefit amount of $7900 per calendar year and she has an outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Out of 2500, has she me anything or used anything?
[AGENT][NEUTRAL] Let me
[AGENT][POSITIVE] Check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. And can I get the first initial and last name please?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you so much for calling APL. We hope you have a great rest of your week.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome, ma'am.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.