AccountId: 011433970860
ContactId: f7dc027d-1189-40c3-bbbd-c5e5a3836f63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154779 ms
Total Talk Time (AGENT): 59780 ms
Total Talk Time (CUSTOMER): 50380 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/f7dc027d-1189-40c3-bbbd-c5e5a3836f63_20250428T20:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. Um, I was speaking with an agent and the call dropped. I was just calling to, uh, get outpatient benefits for a mutual, uh, member.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My last name initial is [PII]
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, that's going to be [PII] direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is going to be 023-26979ML8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Of course thank you.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing outpatient benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can help you with that. Yeah. Hold on just a moment.
[AGENT][NEUTRAL] The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay, or co-insurance only will pay up to $7350 per calendar year.
[CUSTOMER][NEUTRAL] How much? I'm sorry, again?
[AGENT][NEUTRAL] $7350 per calendar year.
[CUSTOMER][NEUTRAL] 7000.
[CUSTOMER][POSITIVE] Perfect. And has the patient accumulated anything this year thus far?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No, ma'am, he has not.
[CUSTOMER][NEUTRAL] OK, so 7350 still left. Alright, perfect. Thank you so much, [PII]. May I just have a reference number to this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect, [PII], 428 25. Thank you so much, [PII]. I hope you have a great rest of your day today.
[AGENT][POSITIVE] Thank you, Gladys for calling APL. You have a good afternoon as well.
[CUSTOMER][NEUTRAL] Bye bye.