AccountId: 011433970860
ContactId: e49ad45b-97b8-42a7-9f44-7ac0dc525daa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120480 ms
Total Talk Time (AGENT): 59271 ms
Total Talk Time (CUSTOMER): 47321 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/e49ad45b-97b8-42a7-9f44-7ac0dc525daa_20250415T20:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with Bad this outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] OK, [PII], I'm happy to check outpatient benefits. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is gonna be 2, I'm sorry, 02337151.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you so much. And then if I can get the insured's um name and date of birth, please.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you. So, uh, [PII] is active. The effective date is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the insured plan, it looks like their outpatient benefits for the calendar year are gonna be $1000 max. That is verification of benefits, not guarantee of payment, or secondary, so we cover deductible, co-pay, co-insurance from the primary.
[CUSTOMER][POSITIVE] Beautiful. Does anything has been used from the 1000?
[AGENT][NEUTRAL] I'm not showing anything used to date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. And the last thing I may need is gonna be the initial of your last name and a reference number if it's possible.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Absolutely, [PII]. My last initial to my name is [PII].
[AGENT][NEUTRAL] And the call reference is going to be my name with my last name initial and then just today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Same to you. Have a good one, bye.
[AGENT][NEUTRAL] Bye bye.