AccountId: 011433970860
ContactId: d0afab8a-593d-4f26-8220-10fe0f1a47f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129740 ms
Total Talk Time (AGENT): 57574 ms
Total Talk Time (CUSTOMER): 48939 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d0afab8a-593d-4f26-8220-10fe0f1a47f7_20250225T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling for any benefits on the patient, please, and you said your name was [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. And what was your name?
[CUSTOMER][NEUTRAL] [PII], can I have the initial of your last name, please?
[AGENT][NEUTRAL] [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 140
[CUSTOMER][NEUTRAL] I'm sorry, 1480435 ML 8.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII], and you are needing benefits or claim status?
[CUSTOMER][NEUTRAL] Benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient, doctor's office?
[CUSTOMER][NEUTRAL] outpatient and military 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, whatever the primary applies to their deductible, co-pay or co-insurance only, we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Per calendar date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so the max is 500 per calendar day, OK, um, no laws required, correct?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and OK, I believe that's all, and you can have a reference number for my our call.
[AGENT][NEUTRAL] We didn't have reference numbers you can use my name and today's date.
[CUSTOMER][NEUTRAL] And it's [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] Thank you