AccountId: 011433970860
ContactId: c28e441e-73c1-41fb-befc-f0700f2b0384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126760 ms
Total Talk Time (AGENT): 67099 ms
Total Talk Time (CUSTOMER): 43478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/c28e441e-73c1-41fb-befc-f0700f2b0384_20250102T19:11_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]. I'm the manager of um Juington Primary Care. I have a patient here that I need to verify benefits on her policy, please.
[AGENT][POSITIVE] OK, I can help you, [PII] with benefits. Can I please get your callback number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my number here is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] 01737732 ML 7.
[AGENT][NEUTRAL] OK, let me go ahead and look her up real quick.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII], and this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that helps with deductible, co-pay and co-insurance. It's billed secondary to the primary.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $6500 per calendar year. She also has an outpatient benefit amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $1000 per calendar year.
[CUSTOMER][POSITIVE] OK, thank you very much, [PII]. I appreciate your help.
[AGENT][POSITIVE] You're very welcome Miss [PII]. You have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Happy New Year.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Happy new year thank you ma'am bye bye.
[CUSTOMER][NEUTRAL] Bye.