AccountId: 011433970860
ContactId: ffe423de-6c60-4696-a6f2-dd6da85dc4aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151789 ms
Total Talk Time (AGENT): 43627 ms
Total Talk Time (CUSTOMER): 56500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ffe423de-6c60-4696-a6f2-dd6da85dc4aa_20250501T15:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from Bat Outpatient services.
[AGENT][NEUTRAL] Morning.
[CUSTOMER][NEUTRAL] Uh yes, I'm calling in regards to a patient. I'm just trying to see how much uh they have left on the gap insurance.
[AGENT][NEUTRAL] OK, I can help you with their benefits. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, it'll be [PII] and it'll be a direct line.
[AGENT][NEUTRAL] Oh, sorry, excuse me.
[CUSTOMER][NEUTRAL] No worries. And may I have uh the initial of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And what's what's that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number will be.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 22565.
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and just wanting to see how much is left on the, for outpatient benefits.
[AGENT][NEUTRAL] Or do you need the
[CUSTOMER][NEUTRAL] Yes, so I need to know their max. I need to know their max and then how much they have accumulated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy. Uh, looks like that policy is effective [PII]. It's currently active. Let me get that pulled up. One moment.
[AGENT][NEUTRAL] OK, for their outpatient benefit, they have a $500 per covered person per calendar day benefit.
[CUSTOMER][NEUTRAL] $500 per person per day.
[CUSTOMER][NEUTRAL] So $500 per day max so I'm assuming they haven't used anything today.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Correct? All right.
[AGENT][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, thank you so much for that. Uh, may I have a reference number for the call [PII]?
[AGENT][NEUTRAL] That's just my name and today's date, and anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you as well bye.