AccountId: 011433970860
ContactId: e68e81f3-1f6a-4611-adea-5b4a7914ebc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180179 ms
Total Talk Time (AGENT): 71124 ms
Total Talk Time (CUSTOMER): 39869 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e68e81f3-1f6a-4611-adea-5b4a7914ebc2_20250122T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi sorry, this is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK [PII], I can help you with outpatient benefits. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then um what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] 02443500 M as in Mary, L as in lamb, the number 8.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] And her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how much does she have for outpatient um benefits?
[AGENT][NEUTRAL] Uh, and this is just to verify her coverage. It's not a guarantee of payment. Um, this is a supplemental insurance policy. It is billed secondary to the primary, and it helps with deductible, co-pay or co-insurance, and she has an outpatient benefit amount per calendar year of $6000.
[CUSTOMER][POSITIVE] OK, perfect. How much has she used that as of now?
[AGENT][NEUTRAL] Let me check on that for you.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK perfect and then can I have a reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you for your help.
[AGENT][POSITIVE] You're very welcome. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You too [PII] bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.