AccountId: 011433970860
ContactId: d418cf76-0a52-45ee-af1a-c430ea4890f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122669 ms
Total Talk Time (AGENT): 55092 ms
Total Talk Time (CUSTOMER): 41357 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d418cf76-0a52-45ee-af1a-c430ea4890f0_20250513T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from a provider office. I just need to check some benefits for a patient.
[AGENT][POSITIVE] All right, I'm happy to check on benefits for you. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm gonna use the one that says outpatient, right? Because in that hospital. OK, it's 02295905 letter M.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] L for Larry and number 8.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you so much. So, patient is active. Effective date is gonna be [PII]. We are the member secondary insurance, so it does cover deductible, co-pay, co-insurance. The primary does not. Their outpatient benefit max for the calendar year is 3500.
[CUSTOMER][NEUTRAL] OK, so you, does the, the allowance for the whole year 3500 and you do cover deductibles, copay and co-insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yeah.
[CUSTOMER][POSITIVE] Perfect thank you so much. I just need a reference number.
[AGENT][NEUTRAL] Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] My last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] Bye, you too.
[AGENT][NEUTRAL] Bye bye.