AccountId: 011433970860
ContactId: c557d105-af0a-4f79-aa7c-36cf658611c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143750 ms
Total Talk Time (AGENT): 56918 ms
Total Talk Time (CUSTOMER): 56739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c557d105-af0a-4f79-aa7c-36cf658611c6_20250429T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I need benefits on a patient please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII], that's [PII] And [PII], can I have the initial to your last name?
[AGENT][NEUTRAL] [PII]. And do you have a phone number I can get?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It is 02462019 ML 8.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Thank you, yes, and you were needing benefits.
[CUSTOMER][NEUTRAL] Yes, this is her secondary insurance, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I would need um the coverage coverage basis like max amount and so forth.
[AGENT][NEUTRAL] OK. I can help you with that. Is it for outpatient, inpatient, or doctor's office?
[CUSTOMER][NEUTRAL] It's gonna be an outpatient ambulatory service center.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance only will pay up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you pay $1000 per calendar day. OK, perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What's the reference number for a call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So it's gonna be $1000 per per day so.
[AGENT][NEUTRAL] Calendar day. Mhm.
[CUSTOMER][NEUTRAL] So anything above that she would have to pay.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, perfect. OK, [PII], thank you so much for your time you have yourself a great day.
[AGENT][POSITIVE] Thank you, yes indeed for calling APLU as well.
[CUSTOMER][POSITIVE] Thanks bye bye.