AccountId: 011433970860
ContactId: ec47dae1-b29e-4e18-b207-d1c3902752c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247309 ms
Total Talk Time (AGENT): 93722 ms
Total Talk Time (CUSTOMER): 56668 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ec47dae1-b29e-4e18-b207-d1c3902752c3_20250303T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm from AdventHealth in [PII]. I am trying to check the benefits of one of your, uh, clients.
[AGENT][NEUTRAL] OK, and is this for service in an office visit? I mean office setting?
[CUSTOMER][NEUTRAL] Uh, uh, hold on, let me think here. Outpatient hospital outpatient.
[AGENT][NEUTRAL] OK, very good, give me one moment OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, it is 2549492.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We will provide you with the policy number, I mean the policy effective date which is [PII]. This policy is active at this time and then we're checking outpatient facility, and I show that benefit.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Alright, so the maximum outpatient benefit is up to $6000 per covered person per calendar year.
[AGENT][NEUTRAL] And then I'm showing a maximum of 18,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Per calendar year for all covered persons combined and I'll check.
[AGENT][NEUTRAL] To see any of any of that benefit has been used for the patient. One moment.
[AGENT][NEUTRAL] I'm not showing any of the benefit used at this time and [PII], did you have any other information we can help out with today or questions?
[CUSTOMER][NEUTRAL] Do they have any deduct deductibles or?
[AGENT][NEUTRAL] No, this policy acts as a secondary payer to the major medical policy, so, um,
[CUSTOMER][NEUTRAL] So it is a medical policy. That's what we were.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] It is. It's like a gap policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name?
[AGENT][NEUTRAL] You'll use my name and today's date as a reference for today's call, [PII] And any other questions, [PII]?
[CUSTOMER][POSITIVE] No, I appreciate all your help. Uh, do you have a, do you have a reference number?
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] Oh, that's right, you just told me that it's Monday.
[AGENT][POSITIVE] Right, no worries.
[CUSTOMER][POSITIVE] I don't know what I'm thinking. I'm writing it down too and I'm just like, all right, whatever. All right, you have a good week, better than mine so far. Take care.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too. You too, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Alright, take care.