AccountId: 011433970860
ContactId: d4b7b74c-9aef-4297-9677-09c5e5800b3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125489 ms
Total Talk Time (AGENT): 59336 ms
Total Talk Time (CUSTOMER): 38808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d4b7b74c-9aef-4297-9677-09c5e5800b3b_20250414T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02353169 M as in Mike L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing outpatient benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay or co-insurance for outpatient will pay up to $2000 per calendar year.
[CUSTOMER][NEUTRAL] How much is it per year? I'm sorry?
[AGENT][NEUTRAL] 2000.
[CUSTOMER][NEUTRAL] Mhm OK, has she used any of that as of now?
[AGENT][NEUTRAL] Hold on just a moment, I can check.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and then can I just have a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] What is your name again? I'm sorry?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][POSITIVE] [PII], you have a good day.
[CUSTOMER][NEUTRAL] Bye bye.