AccountId: 011433970860
ContactId: f01b39b8-12ca-4c4b-bc89-24cb82fcd493
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194279 ms
Total Talk Time (AGENT): 73365 ms
Total Talk Time (CUSTOMER): 79613 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f01b39b8-12ca-4c4b-bc89-24cb82fcd493_20250421T16:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] How I assist you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], how would you spell that? S [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you and the initials to your last name?
[AGENT][NEUTRAL] [PII]. Can I have your name and a callback number and the reason for your call?
[CUSTOMER][NEUTRAL] You sure can. My name is [PII] initial [PII]
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the reason is benefits.
[AGENT][NEUTRAL] And can I have a policy number, Mel?
[CUSTOMER][NEUTRAL] Uh, yes, it is, uh, let me give that to you, hold on.
[CUSTOMER][NEUTRAL] 025652227
[AGENT][NEUTRAL] Thank you and what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I just spoke with someone in regards to [PII]. You're calling about outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, no, inpatient, um, she has American Public Life as secondary to Aetna.
[AGENT][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] Is the gap insurance. Mhm.
[AGENT][NEUTRAL] That is correct. So this policy has been active since [PII] and it's currently active. She has inpatient benefits of $3000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage and how this policy works to be considered as inpatient, it has to be 18 hours or more.
[CUSTOMER][POSITIVE] Yes, correct, uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no, I'm talking about outpatient she's having a procedure done.
[AGENT][NEUTRAL] So that'll be considered as outpatient.
[CUSTOMER][NEUTRAL] It's gonna be done at an ambulatory.
[AGENT][NEUTRAL] Which is $1500 per calendar year, yes, that is correct. You stated inpatient, so that's I gave you the inpatient benefits, yes, $1500 per calendar year.
[CUSTOMER][NEUTRAL] Yeah, outpatient.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That it'll cover OK, is there a group number to the plan?
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The group number is 23433. That's 23433. The group name is postal.
[CUSTOMER][POSITIVE] I'm, I'm sorry.
[CUSTOMER][NEUTRAL] Hold on for a second, you're coming in and out. OK, what was the group number again?
[AGENT][NEUTRAL] 234 33.
[CUSTOMER][NEUTRAL] 33 OK.
[CUSTOMER][NEUTRAL] OK, very good, uh, then all I need is a reference number for this call.
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Oh got it OK very good uh thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.