AccountId: 011433970860
ContactId: dd5a05b3-ab3f-488e-8d1a-6a8a5730fc92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154000 ms
Total Talk Time (AGENT): 66889 ms
Total Talk Time (CUSTOMER): 30259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/dd5a05b3-ab3f-488e-8d1a-6a8a5730fc92_20250224T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I was calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with outpatient benefits. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] My name and our callback number is [PII].
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Galloway Endoscopy Center.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[CUSTOMER][NEUTRAL] Policy ID number 01611717.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII].
[AGENT][NEUTRAL] She does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage it's not a guarantee of payment.
[AGENT][NEUTRAL] This is a supplemental insurance policy that is billed secondary to the primary. It's a gap insurance that helps with deductible, pay, and co-insurance. She has an outpatient calendar year benefit amount of $1500.
[CUSTOMER][NEUTRAL] And does she have the full amount available?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Yes ma'am, nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.