AccountId: 011433970860
ContactId: f6a8eb25-527d-45b9-a2d6-568115f534bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191279 ms
Total Talk Time (AGENT): 69863 ms
Total Talk Time (CUSTOMER): 68219 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f6a8eb25-527d-45b9-a2d6-568115f534bb_20250408T19:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to obtain surgical benefits for a patient that's scheduled to have surgery to see if you guys um cover anything towards outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You take care.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It's um 02260508 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's um for [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing uh outpatient benefits?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[CUSTOMER][NEUTRAL] I yeah.
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance, whatever the primary applies to their deductible co-pay or co-insurance only.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We'll pay up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] So pays up to $5000 per calendar year.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. And have they used anything towards that?
[AGENT][NEUTRAL] Hold on just a moment, I'll check.
[AGENT][NEUTRAL] They have used 3,091.
[AGENT][NEUTRAL] And 80 cents.
[CUSTOMER][NEUTRAL] OK, so they've used 3,091 80 cents?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, 3000 they use quite a bit.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] Thank you, is there and your name and a reference number?
[AGENT][NEUTRAL] My name is [PII] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you for your help.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] You bye take care.
[CUSTOMER][NEUTRAL] Hm