AccountId: 011433970860
ContactId: cfa69584-e24f-417e-bd87-20c89d510e08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210169 ms
Total Talk Time (AGENT): 65860 ms
Total Talk Time (CUSTOMER): 57184 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/cfa69584-e24f-417e-bd87-20c89d510e08_20250408T14:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Can I also have the first digits of your last name, please?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Thank you. I'm calling to get the um to see if this number is still active and to see her outpatient benefits.
[AGENT][POSITIVE] OK, yeah, I can help you with eligibility and benefits. Do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], excuse me, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is 025.
[CUSTOMER][NEUTRAL] 494773.
[AGENT][NEUTRAL] OK, let me uh.
[AGENT][NEUTRAL] OK, what what was that policy number again?
[CUSTOMER][NEUTRAL] 02549473.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] What was that? I'm sorry, I didn't, I didn't catch the end of it.
[CUSTOMER][NEUTRAL] 0621.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. Her policy is effective [PII]. It is currently active.
[AGENT][NEUTRAL] And do you need outpatient benefits?
[CUSTOMER][NEUTRAL] I'm sorry, what was the patient benefits?
[AGENT][NEUTRAL] Do you need outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so for this policy, it is $6000 per covered person per calendar year. Uh, this is a secondary policy, so that would be after primary has processed the claim, we would pick up potentially deductible co-pay, co-insurance up to $6000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Has she used any?
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] I don't sure if she's used anything this year.
[CUSTOMER][NEUTRAL] OK, can I just have a reference number for this call, please? That would be all.
[AGENT][NEUTRAL] Uh, reference number would be my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day and enjoy the rest of your week.
[AGENT][POSITIVE] Thank you for calling APL you too bye.
[CUSTOMER][NEUTRAL] Bye bye.