AccountId: 011433970860
ContactId: 04df66a6-94a8-4da3-ae59-874546bac536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114569 ms
Total Talk Time (AGENT): 58262 ms
Total Talk Time (CUSTOMER): 36466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/04df66a6-94a8-4da3-ae59-874546bac536_20250516T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Hi, good afternoon. I do verify benefits for a patient.
[AGENT][NEUTRAL] OK, I verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] Uh, it's [PII] last initial [PII]
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] That would be 02549573.
[AGENT][POSITIVE] OK, thank you. Give me a moment.
[CUSTOMER][NEUTRAL] to get
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and he is active on the policy.
[AGENT][NEUTRAL] And you say you're needing benefits or just eligibility?
[CUSTOMER][NEUTRAL] Uh, they're benefits for outpatient procedures, outpatient ambulatory.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification coverage. With this policy as secondary, it helps with primary insurance deductible, co-pay and or co-insurance, and the patient has a benefit max of up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] $3000 max.
[CUSTOMER][NEUTRAL] OK perfect alright just your name in reference for the call then.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII] and the reference you can use is my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much that's all for today then.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day and weekend, [PII].
[CUSTOMER][POSITIVE] Alright take care you too.
[AGENT][NEUTRAL] Bye.