AccountId: 011433970860
ContactId: dd444a2f-8a5e-4a58-94b0-72f3b5aa7bdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118739 ms
Total Talk Time (AGENT): 50826 ms
Total Talk Time (CUSTOMER): 40778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/dd444a2f-8a5e-4a58-94b0-72f3b5aa7bdb_20250516T13:08_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. My name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][NEUTRAL] OK, [PII], 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's 02153626.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII], and her date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you are needing benefits?
[CUSTOMER][NEUTRAL] Yes, for outpatient.
[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.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay, or co-insurance only, will pay up to $750 per calendar year.
[CUSTOMER][NEUTRAL] OK, and then would you mind checking if she's used up any of the benefits for this calendar year?
[AGENT][NEUTRAL] OK, hold on one moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] She has not used anything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright [PII], um, those were the only questions that I have. Thank you so much for your help and I hope you have a great weekend, OK?
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.