AccountId: 011433970860
ContactId: e665d5bd-6b90-4bc7-8423-e57fa874fd03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145080 ms
Total Talk Time (AGENT): 68469 ms
Total Talk Time (CUSTOMER): 33153 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e665d5bd-6b90-4bc7-8423-e57fa874fd03_20250106T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with benefits, [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number please.
[CUSTOMER][NEUTRAL] 02494313 M as in Mary, L as in lamb, the number 8.
[AGENT][NEUTRAL] OK, let me look that up for you real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. Her effective date is [PII], and this is to verify benefits. It's not a guarantee of payment. The insured has a supplemental insurance policy that's secondary to the primary. It helps with deductible, co-pay, and co-insurance. She has an inpatient benefit amount as.
[AGENT][NEUTRAL] $6000 per calendar year, and then she also has an outpatient benefit amount of $6000 per calendar year.
[CUSTOMER][NEUTRAL] OK and has she used any of that as of now?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEGATIVE] Nothing has been used for [PII].
[CUSTOMER][NEUTRAL] OK and then can I just have your name and a reference number for the call please?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII] and you can use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. You have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.