AccountId: 011433970860
ContactId: efda1449-883a-49f3-a30d-460c4448d9c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250350 ms
Total Talk Time (AGENT): 92925 ms
Total Talk Time (CUSTOMER): 108513 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/efda1449-883a-49f3-a30d-460c4448d9c7_20250416T15:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling to verify all patients benefits.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII]. Um, there is no extension.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Oh, sure. It's 01698887 and Mary L Larry 8.
[AGENT][NEUTRAL] OK. Can you give me that policy number one more time, please?
[CUSTOMER][NEUTRAL] Sure, it's 01698887. M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] And there's not enough numbers there. Do you have their social?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me hold on let me try to pull up the card because I have the order may.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It should be missing one number.
[CUSTOMER][NEUTRAL] Uh huh, maybe the order they type it wrong. Hold on, let's see.
[CUSTOMER][NEUTRAL] So I can see the card.
[CUSTOMER][POSITIVE] Uh sorry about that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, I have the I have the card. It's [PII].
[CUSTOMER][NEUTRAL] 99887, yes, and Mary, [PII], yeah, it's missing one. OK, let me fix that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're needing outpatient benefits?
[CUSTOMER][POSITIVE] Outpatient benefits, that's correct.
[AGENT][NEUTRAL] OK, I can help you with this. Actually, this policy canceled for 1 to 24. Let me look and see if she has an active policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK, I got it.
[AGENT][NEUTRAL] OK, she does have another policy. That policy number is 02.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 47.
[AGENT][NEUTRAL] 3119.
[CUSTOMER][NEUTRAL] You said 02473119?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was 02473119.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And the effective date is [PII]. Any benefits given over the phones, not a guarantee of payment. This policy does coordinate with the primary insurance, whatever the primary applies to their deductible, co-pay, or co-insurance only will pick up to $300 per calendar day.
[CUSTOMER][NEUTRAL] Mhm, 300 per calendar date, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's for outpatient.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] Uh, [PII], can I have the first initial of your last name?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And a reference for the call?
[AGENT][NEUTRAL] Wait do I have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was it thank you so much I appreciate your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.