AccountId: 011433970860
ContactId: e50ccfd9-3c46-4400-9fa3-fc01b4684e68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141320 ms
Total Talk Time (AGENT): 67445 ms
Total Talk Time (CUSTOMER): 39455 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e50ccfd9-3c46-4400-9fa3-fc01b4684e68_20250213T20:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][POSITIVE] OK, I can help you [PII] with benefits. Can I please get your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is [PII]'s, uh, policy number?
[CUSTOMER][NEUTRAL] 01991166 M as in Mike L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. Uh, they have a supplemental insurance policy. It's a gap policy that helps with the deductible, co-pay, and coinsurance.
[AGENT][NEUTRAL] They have an inpatient benefit amount of $5000 and also a outpatient calendar year benefit amount of $5000.
[CUSTOMER][NEUTRAL] OK, has she used any of the outpatient benefits for this year?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEGATIVE] No, nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK perfect and then can I just have a name and a reference number for the call please?
[AGENT][NEUTRAL] Uh yes, ma'am. You can use my name as [PII]
[AGENT][NEUTRAL] And you can use today's date.
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.