AccountId: 011433970860
ContactId: d9e6a811-278d-4695-9f7d-9906412536f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153589 ms
Total Talk Time (AGENT): 63406 ms
Total Talk Time (CUSTOMER): 61391 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d9e6a811-278d-4695-9f7d-9906412536f8_20250423T14:29_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, sorry, give me one.
[CUSTOMER][NEUTRAL] Sorry, hi, hi, I'm calling for outpatient surgery center please for benefits.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Let me see um.
[CUSTOMER][NEUTRAL] Mhm, yeah, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's um 02443491, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] What's the date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits for outpatient?
[CUSTOMER][POSITIVE] Yes please.
[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 only, we'll pay up to $6000 per calendar year.
[CUSTOMER][NEUTRAL] Has anything been used yet?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEGATIVE] He has not met anything.
[AGENT][NEGATIVE] He has no history.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] OK, amazing. would you please be able to provide me with your name and also with a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. That's [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK perfect and today's date awesome.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much, [PII]. No, that's it. Thanks again. I really appreciate your help.
[AGENT][POSITIVE] Thank you, [PII], for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you. Bye-bye.