AccountId: 011433970860
ContactId: 086be9d5-8641-46cd-9ada-00980eb35d65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86720 ms
Total Talk Time (AGENT): 37457 ms
Total Talk Time (CUSTOMER): 26869 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/086be9d5-8641-46cd-9ada-00980eb35d65_20250403T14:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Acumen. I'm just trying to verify this patient's, um, gap insurance.
[AGENT][POSITIVE] I'd be happy to assist with benefits today. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII] if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01936823ML8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [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.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $500.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can I have a reference number for the 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] That is it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you, bye.