AccountId: 011433970860
ContactId: 0358f894-c4cf-4cde-9941-772921ca88a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106319 ms
Total Talk Time (AGENT): 61378 ms
Total Talk Time (CUSTOMER): 32660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0358f894-c4cf-4cde-9941-772921ca88a2_20250611T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was just calling to verify benefits for a patient.
[AGENT][POSITIVE] Um, yes, ma'am, I can assist you with benefits. Um, first I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02587133.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth [PII].
[AGENT][NEUTRAL] You can just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient and it's her secondary insurance.
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for outpatient, we cover up to 500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, thanks do you have a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, thank you so much [PII] you have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Mhm. Thanks.