AccountId: 011433970860
ContactId: e74e2112-9362-4eed-a8ac-56878862e757
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137850 ms
Total Talk Time (AGENT): 46306 ms
Total Talk Time (CUSTOMER): 40870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/e74e2112-9362-4eed-a8ac-56878862e757_20250514T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello [PII], my name is [PII] and I'm trying to check benefits on a patient.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 02291433 ML 7.
[AGENT][NEUTRAL] OK, thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, it shows the policy is effective and active [PII]. And are you needing outpatient benefits?
[CUSTOMER][POSITIVE] Impatient, yeah.
[AGENT][NEUTRAL] Inpatient? OK.
[AGENT][NEUTRAL] Not a guarantee of payment, basic outline of the policy. Let me get that pulled up.
[AGENT][NEUTRAL] Uh, it looks like for this policy, they have a $1500 calendar year maximum benefit.
[CUSTOMER][NEUTRAL] Maximum
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So no deductible, no copay, just that.
[AGENT][NEUTRAL] Yes, so this, this is a secondary policy, so it will pay after primary has processed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] You said 1500, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Um, and she's active just to make sure [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Uh, OK. Your name was [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, can I have a reference number, please?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[AGENT][NEUTRAL] I hope
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.