AccountId: 011433970860
ContactId: 11d339bc-b3d9-495c-b47d-b692ed0641b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130199 ms
Total Talk Time (AGENT): 64348 ms
Total Talk Time (CUSTOMER): 40420 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/11d339bc-b3d9-495c-b47d-b692ed0641b3_20250423T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] My last name initial [PII].
[CUSTOMER][NEUTRAL] Um, what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. I'm calling you from a facility to verify the patient's uh benefits.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02144558 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] 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]. The policy is still active and for outpatient services, let's see.
[AGENT][NEUTRAL] We cover up to $1000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and he has the 1000 available?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, yes, the 1000 is still available.
[CUSTOMER][POSITIVE] Perfect. Thank you. Uh, may I have the reference number for the call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Yes.