AccountId: 011433970860
ContactId: e0b35ffc-d35c-49d9-a770-a652a444e787
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108139 ms
Total Talk Time (AGENT): 54310 ms
Total Talk Time (CUSTOMER): 33532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e0b35ffc-d35c-49d9-a770-a652a444e787_20250213T17:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling to obtain some benefits on uh a patients.
[CUSTOMER][NEUTRAL] On a patient's information.
[AGENT][POSITIVE] Alright, I'm happy to check if it's for you. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 022-03102.
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on this is [PII]. We are the uh patient secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, perfect. And for a hospital inpatient admission, how much do you guys cover up to?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Their inpatient benefit max for the calendar year is 7900.
[AGENT][NEUTRAL] And I can check to see if.
[CUSTOMER][NEUTRAL] And have they used up anything?
[AGENT][NEUTRAL] Yeah, let me see here one moment.
[AGENT][NEUTRAL] Looks like they still have the full amount.
[CUSTOMER][POSITIVE] OK, perfect. What is your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII] My last initial is [PII], and that's the call reference with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much sir have a good one.
[AGENT][NEUTRAL] You too. Bye-bye.