AccountId: 011433970860
ContactId: 0a5b5902-a965-4460-a412-04c99fe44557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160179 ms
Total Talk Time (AGENT): 54897 ms
Total Talk Time (CUSTOMER): 55510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0a5b5902-a965-4460-a412-04c99fe44557_20250403T13:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from a provider's office. My patients coming in tomorrow for an MRI and I need to verify his benefits please.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] My name is [PII], last name initial [PII]
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 1346369 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[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 will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $2000.
[CUSTOMER][NEUTRAL] Patient covered at 2000.
[CUSTOMER][NEUTRAL] Um, has anything been used?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] No, not for the [PII] year, no.
[CUSTOMER][NEUTRAL] OK, nothing has been used.
[CUSTOMER][NEUTRAL] So it's per year.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Per calendar year, OK, is there a group name or a group number?
[AGENT][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] Group number is 19,500.
[AGENT][NEUTRAL] Uh group name is [PII]
[CUSTOMER][NEUTRAL] [PII] DOPA.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call? That was all I needed for today.
[AGENT][NEUTRAL] Reference is just my name [PII]. Last initial [PII] as in [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] What's the time?
[AGENT][NEUTRAL] Um, it's [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] and have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.