AccountId: 011433970860
ContactId: 0f5163fa-28f1-4eae-83e7-0f08d08f2349
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168440 ms
Total Talk Time (AGENT): 71364 ms
Total Talk Time (CUSTOMER): 54357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/0f5163fa-28f1-4eae-83e7-0f08d08f2349_20250206T19:04_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I have a patient coming in. I would like to do a full breakdown benefits for.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax that information to you. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] 02510282
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] So name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for a breakdown of all the benefits, what's your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention is [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, yes, are you able, um, to tell me if she has any, um, history on file?
[AGENT][NEUTRAL] Um, yes, ma'am. One moment.
[AGENT][NEUTRAL] I'm showing she's only have, she only has one claim on file and that was for last year's benefits and our benefits are based on per calendar year, so she has um a new set of benefits starting this year.
[CUSTOMER][NEUTRAL] OK perfect um and there's not like a.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like a PO that would affect her eligibility.
[AGENT][NEUTRAL] No, ma'am. I'm not showing any, um, I'm showing that she does have a deductible, a $50 deductible that needs to be met first, but
[CUSTOMER][POSITIVE] OK all right perfect all right thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Hm