AccountId: 011433970860
ContactId: f401b70e-2e93-4dca-aba8-f8cf62f5acd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147179 ms
Total Talk Time (AGENT): 68469 ms
Total Talk Time (CUSTOMER): 52432 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f401b70e-2e93-4dca-aba8-f8cf62f5acd5_20250117T21:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am hoping I have the right number, but I was trying to get benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Um, can I get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII], last initial C [PII]. It's direct.
[AGENT][NEUTRAL] Thank you, Miss [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is, let me move my screen, [PII].
[AGENT][NEUTRAL] OK, what's Miss [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is her policy number?
[CUSTOMER][NEUTRAL] 01846422.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy. Her effective date is [PII], and this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to her primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has, she has an inpatient benefit amount of $1000 per calendar year and also an outpatient benefit amount of $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, so I guess I need to find out what her primary insurance is.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and if I can just get a call reference number.
[AGENT][NEUTRAL] Yes, um, you can use my name it's [PII].
[AGENT][NEUTRAL] And today's date
[CUSTOMER][POSITIVE] All right, thank you so much you have a great day.
[AGENT][POSITIVE] You too, Miss [PII] you have a blessed weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] You do the same. Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.