AccountId: 011433970860
ContactId: e8660175-bf84-471e-a5db-887ea9ee9e03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148559 ms
Total Talk Time (AGENT): 42173 ms
Total Talk Time (CUSTOMER): 57913 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e8660175-bf84-471e-a5db-887ea9ee9e03_20250416T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. Last name initial [PII]. I'm calling in regards to this patient to get their outpatient hospital benefit for their gap plan.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][POSITIVE] Yes, I do. It is.
[CUSTOMER][NEUTRAL] Uh, let me go ahead and give it to you. 02473504.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like she's effective [PII] currently active. Um, this is not a guarantee of payment, just a basic outline of the policy.
[AGENT][NEUTRAL] And this is for outpatient services?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So she's got a per calendar day maximum of 1500.
[CUSTOMER][NEUTRAL] OK, has any of that 1500 been used?
[AGENT][NEUTRAL] Uh, no, I don't have anything used.
[CUSTOMER][NEUTRAL] OK. So the 1500 still remains. And that's per year, correct?
[AGENT][NEUTRAL] So this is actually per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, per day. Oh, OK, OK, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much for that. I'm sorry, can I have your name again? I completely forgot to write it down.
[AGENT][NEUTRAL] Um, it's [PII], it's [PII] first initial to last name [PII].
[CUSTOMER][POSITIVE] Perfect, [PII]. Can I have the reference number for this call, please?
[AGENT][POSITIVE] That's just my name and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.