AccountId: 011433970860
ContactId: e5033845-f411-4064-b78a-71aa04a42749
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97519 ms
Total Talk Time (AGENT): 37287 ms
Total Talk Time (CUSTOMER): 37977 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e5033845-f411-4064-b78a-71aa04a42749_20250521T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon, [PII]. My name is [PII] and I'm calling from the diagnostic Center of Miami. I need to get benefits on the patient, please.
[AGENT][NEUTRAL] Hi, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII] option 4.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Sure it is 02611484.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] And date of service or uh did you say benefits? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I need to get benefits, yes, for diagnostic testing and MRI.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Looks like she's effective and active for [PII].
[AGENT][NEUTRAL] Let me get that policy pulled up. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] And yeah.
[AGENT][NEUTRAL] And for her outpatient benefits, she has a $6500 per covered person per calendar year maximum benefit payable.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK, I'm assuming she still has that available because it the policy just started.
[AGENT][NEUTRAL] Right, she's not used anything, yes.
[CUSTOMER][POSITIVE] Yeah, OK, great. Well thank you so much for your assistance. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You have, you have a great rest of the day bye bye bye bye.