AccountId: 011433970860
ContactId: e7d54e41-43b7-4242-abc0-f32d27da72b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224520 ms
Total Talk Time (AGENT): 74721 ms
Total Talk Time (CUSTOMER): 108191 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e7d54e41-43b7-4242-abc0-f32d27da72b9_20250129T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Good, thank you. I'm calling regarding a patient. They're coming in for surgery and I want to see if you can tell me what their amount, um, if they have any amount remaining to use for their surgical services.
[AGENT][POSITIVE] OK, yeah, I'm happy to take a look. What is the patient's policy number?
[CUSTOMER][NEUTRAL] OK, so she gave me 2. I have an outpatient one and I have a regular one. So which one would you use? It's the difference is just the last number.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yeah, honestly, you can give me either [PII] either will work.
[CUSTOMER][NEUTRAL] OK, so she gave me 02.
[CUSTOMER][NEUTRAL] 480047
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. Uh, the effective date is [PII] on this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see, uh, looks like the patient has an outpatient amount of $750 and that's a calendar day.
[CUSTOMER][NEUTRAL] Calendar day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so she has, and has she used any of that?
[AGENT][NEUTRAL] The
[AGENT][NEGATIVE] Looks like nothing has been used thus far.
[CUSTOMER][NEUTRAL] Nothing has been used. OK American.
[CUSTOMER][NEUTRAL] American pop life uh secondary.
[CUSTOMER][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] OK, and then she's been affected. What was the date again?
[AGENT][NEUTRAL] Uh, let's see, the effective date on this was [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, and then she has out of pocket use.
[CUSTOMER][NEUTRAL] out of pocket available.
[CUSTOMER][NEUTRAL] Amount
[CUSTOMER][NEUTRAL] Is 7:50 per calendar day per.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Calendar day 0 amount used.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect alrighty and then you guys don't require any authorizations correct?
[AGENT][POSITIVE] Correct, yeah, no pre-op is required.
[CUSTOMER][POSITIVE] All righty, my love. May I have a um reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Alrighty then, [PII], I really appreciate your help. I hope you have a great day and if you have a survey, you can pass me to it.
[AGENT][POSITIVE] All right, [PII], thank you so much for calling. I hope you have a great day as well. Take care.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.