AccountId: 011433970860
ContactId: 1800d913-2a9a-403b-8f6b-30f33682e738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148070 ms
Total Talk Time (AGENT): 59619 ms
Total Talk Time (CUSTOMER): 33909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/1800d913-2a9a-403b-8f6b-30f33682e738_20250106T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I?
[CUSTOMER][POSITIVE] Hi, good morning.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good morning. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I did verify benefits for a procedure or like the um the secondary.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Thank you sir for holding. Can I get your first name, please? And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes it's it's [PII] and the number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said that you're calling for outpatient facility benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient ambulatory non hospital based.
[AGENT][NEUTRAL] OK. OK. And what's the policy number?
[CUSTOMER][NEUTRAL] It's 948-722.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information, and I show the policy effective date is [PII]. This policy is currently active at this time and the maximum outpatient benefits.
[AGENT][NEUTRAL] Is up to.
[AGENT][NEUTRAL] $2000 per calendar year.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And currently I don't show any claims on file for this year for [PII].
[CUSTOMER][POSITIVE] Alright, perfect.
[AGENT][NEUTRAL] Any other questions, [PII], I can help out?
[CUSTOMER][NEUTRAL] OK, may I just have your name and
[CUSTOMER][NEUTRAL] No, no, that's all thank you this is your name and reference for the call.
[AGENT][NEUTRAL] Uh huh. You'll use my name in today's status reference for today's call [PII] First initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much and that's all for today.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too take care.