AccountId: 011433970860
ContactId: d4782f08-9577-4d7a-a88d-9efeaf8a1145
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89059 ms
Total Talk Time (AGENT): 43331 ms
Total Talk Time (CUSTOMER): 47828 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d4782f08-9577-4d7a-a88d-9efeaf8a1145_20250522T13:05_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Ashna Lafi Generals a meeting department. I'm calling to get benefits on a patient.
[AGENT][POSITIVE] All right. Happy to check benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 02485421.
[AGENT][NEUTRAL] All right. And then patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. So, patient is active. Uh, their effective date is gonna be [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We are their secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like their outpatient benefit max for the calendar year is 2500 and inpatient is 6000.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] radiation like.
[CUSTOMER][NEUTRAL] OK, 6000.
[CUSTOMER][POSITIVE] All right, well thanks for your help. What is your name again? I'm sorry.
[AGENT][NEUTRAL] That's OK. My name is [PII], that's [PII] and then you can use that for the call reference with today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.