AccountId: 011433970860
ContactId: 0ffb63b0-904c-476a-977a-96e1434ed3a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126919 ms
Total Talk Time (AGENT): 63706 ms
Total Talk Time (CUSTOMER): 53554 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/0ffb63b0-904c-476a-977a-96e1434ed3a2_20250410T20:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, so, uh, did you say [PII] is your name? Sorry.
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Oh, so, OK, my name is [PII], and I'm calling from Bracema Health and I'm calling to verify eligibility, uh, and benefits, uh, for our patient.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility and outpatient benefits. You're welcome, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] All right, perfect. Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02137692.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name, [PII]. Last name [PII], [PII] Date of birth, uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of, um, it looks like her birthday, [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical with an outpatient maximum of $500 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. All right. Thank you, Ms. [PII]. I appreciate your help and uh you have a great day, ma'am. Take care.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Yes so, is there anything else I may help you today?
[CUSTOMER][POSITIVE] I think that's all I need. I, I, you know, I need from you. But thank you so much though.
[AGENT][POSITIVE] Uh-huh. OK. You're welcome. Have a good afternoon, Ms. [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye. Thank you. You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah.