AccountId: 011433970860
ContactId: 14e4ae0f-dee2-48a7-940f-24c0dd39229a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144720 ms
Total Talk Time (AGENT): 75832 ms
Total Talk Time (CUSTOMER): 47452 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/14e4ae0f-dee2-48a7-940f-24c0dd39229a_20250408T20:04_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, I'm just calling to verify benefits for a patient to see if their insurance is active.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits, and may I have your name?
[CUSTOMER][NEUTRAL] [PII] with Salsa Pain Consultants.
[AGENT][POSITIVE] OK, thank you and may I have a uh callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02503347.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The letter
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, perfect. Thank you. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical. And with this one, we cover office procedures or office treatment.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] Um, we do not cover the office visit.
[AGENT][NEUTRAL] And the office procedures and treatment is subject to the outpatient maximum.
[AGENT][NEUTRAL] Which is let's see.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] 2000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] So I have no I.
[CUSTOMER][NEUTRAL] Can I have a reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Miss [PII].
[CUSTOMER][POSITIVE] OK, that'll work thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon. You're welcome, Miss [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Bye bye.