AccountId: 011433970860
ContactId: cce2cd17-b7d5-4869-887c-7097608fd1a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76839 ms
Total Talk Time (AGENT): 43809 ms
Total Talk Time (CUSTOMER): 24226 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/cce2cd17-b7d5-4869-887c-7097608fd1a8_20250416T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify outpatient benefits for patients.
[AGENT][POSITIVE] OK, I'm happy to check on outpatient benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 01902208
[AGENT][POSITIVE] Thank you. And then if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this covers deductible, co-pay, co-insurance from the primary. Their outpatient uh their outpatient benefit on this is per calendar day, which is $500 max.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, per calendar day. Wow, OK, alright, thanks, sir. Can I get the first initial to your last name for reference?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely, it's [PII], and you can use my name with today's date for a call reference.
[CUSTOMER][POSITIVE] Awesome you have a great day thank you.
[AGENT][NEUTRAL] You too bye bye.