AccountId: 011433970860
ContactId: c99f3b13-0c66-467f-a16a-0c66d9486b67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147960 ms
Total Talk Time (AGENT): 77317 ms
Total Talk Time (CUSTOMER): 66641 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c99f3b13-0c66-467f-a16a-0c66d9486b67_20250513T15:38_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 calling Partners and imaging. I just needed to verify a gap insurance that a member gave us to see if you guys cover his copayment.
[AGENT][POSITIVE] OK, I can help you with benefits for a patient. Ms. [PII], what is your callback number? You're very welcome.
[CUSTOMER][POSITIVE] Thank you [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, his name is [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] And his policy number is 02611421.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] You're very welcome. OK, so I do show that [PII] does have an active policy with us. The effective date of the policy is [PII]. The policy is current. And this is just to verify his benefits. It's not a guarantee of payment. He does have, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Benefits that help with deductible, co-pay and co-insurance. He has an inpatient benefit amount of $6500 and then he also has an outpatient benefit amount of $6500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And has he accumulated accumulated anything towards those?
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] The outpatient one is the one that I'm mainly.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Interested in.
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] He has not used anything for the year of [PII].
[CUSTOMER][POSITIVE] Perfect, perfect, thank you so much, [PII]. Is there a call reference number that I can get?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Oh, [PII]. Sorry, I was saying [PII].
[AGENT][POSITIVE] Yes, that's OK. That's all right. I will answer anyway.
[CUSTOMER][POSITIVE] Thanks, [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You have a wonderful day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.