AccountId: 011433970860
ContactId: 05786d54-7e49-4a0b-b81a-0694ad2dff17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162869 ms
Total Talk Time (AGENT): 52206 ms
Total Talk Time (CUSTOMER): 36661 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/05786d54-7e49-4a0b-b81a-0694ad2dff17_20250505T15:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello [PII], can you hear me?
[CUSTOMER][POSITIVE] Hey, how are you doing today? Sorry about that.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Hello, good, I'm calling to check the benefits and the patients.
[AGENT][POSITIVE] I'd be happy to assist with the benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My first name is [PII]. My last name is [PII].
[AGENT][POSITIVE] And [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is gonna be 02611434.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] birthday is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] And do show the outpatient calendar year maximum is $6500.
[CUSTOMER][NEUTRAL] So $5600 is how much is being used?
[AGENT][NEUTRAL] 6 $6500 is the calendar year max and I'm not showing she's used any so she has the full amount available.
[CUSTOMER][NEUTRAL] OK, all right, can I please have a reference for this call?
[AGENT][NEUTRAL] Reference is just my name [PII]. Last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] What?