AccountId: 011433970860
ContactId: e2e6cb0a-d81f-44b8-b105-c720c62898d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189940 ms
Total Talk Time (AGENT): 80088 ms
Total Talk Time (CUSTOMER): 73382 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e2e6cb0a-d81f-44b8-b105-c720c62898d9_20250313T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I need to check eligibility on outpatient benefits for the gap insurance, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits for an insured. Can I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] direct line South Florida diagnostic imaging.
[AGENT][NEUTRAL] OK, and thank you. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] I need outpatient benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that Mr. [PII] does have an active policy with us. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. You're correct, he does have a supplemental gap insurance that helps with deductible, co-pay and co-insurance, and he has an outpatient benefit amount per calendar day of $500.
[CUSTOMER][POSITIVE] Oh, per day, how nice.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] I need that uh American public life. OK. Mhm. Any reference number?
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] Yes, Miss [PII], you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh, I'm sorry. It, it's cutting. I couldn't understand. What is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So the first letter is [PII]
[AGENT][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Ah, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So, [PII] and last initial, [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] As an [PII]. Perfect. Thank you so much for your help, OK? I'll appreciate it.
[AGENT][POSITIVE] No problem at all Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, no, thank you.
[AGENT][POSITIVE] Alright well you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.