AccountId: 011433970860
ContactId: e01797f6-2375-43f9-b8f1-44c337459f8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150009 ms
Total Talk Time (AGENT): 41969 ms
Total Talk Time (CUSTOMER): 42192 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e01797f6-2375-43f9-b8f1-44c337459f8f_20250324T13:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. My name is [PII] and I'm calling from the diagnostic Center of Miami. I need to get benefits on a patient please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Um, is there a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, do you have the patient policy number?
[CUSTOMER][NEUTRAL] Yes, it is 0167890.
[CUSTOMER][NEUTRAL] 1 MLH.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's not a guarantee of payment, just a basic outline of the policy.
[AGENT][POSITIVE] Get those benefits pulled up, just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, for her outpatient benefits she has $1000 per covered person per calendar year maximum.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there something specific that you wanted to check on?
[CUSTOMER][NEUTRAL] Uh, no, she's having, um, a noninvasive surgical procedure, and that's why we were calling to check her benefits. What's the effective date of this policy, please?
[AGENT][NEUTRAL] Uh, effective date is [PII] and she is currently active.
[CUSTOMER][NEUTRAL] OK, great. Would you be able to tell me if she's used up any of that?
[AGENT][NEUTRAL] Sure, let me check.
[CUSTOMER][NEUTRAL] Any of the $1000?
[AGENT][NEGATIVE] I do not show that she's anything.
[CUSTOMER][NEUTRAL] She has not used anything? OK.
[CUSTOMER][POSITIVE] Well thank you so much for your help.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you. Have a good day.
[AGENT][POSITIVE] OK, thanks for calling APL you too bye.