AccountId: 011433970860
ContactId: e223271d-42f8-4308-beab-29eea6bdedf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137210 ms
Total Talk Time (AGENT): 56975 ms
Total Talk Time (CUSTOMER): 44703 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/e223271d-42f8-4308-beab-29eea6bdedf5_20250401T18:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I was calling to find out if the patient's deductible is covered through her APL insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that information. Um, can I get your name and a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. What's that policy number?
[CUSTOMER][NEUTRAL] OK, it is 02473906.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And are you needing the benefits? Is that correct?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be for outpatient surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you need her eligibility as well or just the benefits?
[CUSTOMER][POSITIVE] Sure, I'll take the eligibility and the benefits.
[AGENT][NEUTRAL] Uh, she is effective [PII] and active.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] And for outpatient benefits, this is not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Uh, she has a $500 per covered person per occurrence benefit, so it will pay up to $500 per occurrence, um, towards the copay deductible co-insurance after primary processes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] And do you have a call reference, just a call reference number if you have it.
[AGENT][NEUTRAL] Uh, call reference number is gonna be my first name, [PII], and then first initial last name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much, [PII] you have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well.