AccountId: 011433970860
ContactId: 05a5fd1e-01a2-4464-aa8c-02a4fc6762c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135029 ms
Total Talk Time (AGENT): 58764 ms
Total Talk Time (CUSTOMER): 28058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/05a5fd1e-01a2-4464-aa8c-02a4fc6762c8_20250502T12:52_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02548733
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] 6 [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance, we'll pay up to certain amounts. Is it for outpatient, inpatient, or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Outpatient will pay up to $4000.
[CUSTOMER][NEUTRAL] And how much is remaining?
[AGENT][NEUTRAL] Hold on just a moment. I'll look it up for you.
[AGENT][NEUTRAL] She hasn't used anything.
[CUSTOMER][POSITIVE] OK, thank you so much for your time.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.