AccountId: 011433970860
ContactId: 1806b040-e3bb-4dce-ad16-0eefb7ae36cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174339 ms
Total Talk Time (AGENT): 69567 ms
Total Talk Time (CUSTOMER): 58361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1806b040-e3bb-4dce-ad16-0eefb7ae36cb_20250521T18:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling.
[CUSTOMER][POSITIVE] Hi, good afternoon.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hello, good afternoon. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I can.
[CUSTOMER][NEUTRAL] Yeah, I hear you very muffled.
[AGENT][NEUTRAL] I'm sorry. Um, is this better?
[CUSTOMER][POSITIVE] Uh, tad better, uh, we'll make it work, no worry, um, your name again? I'm sorry?
[AGENT][NEUTRAL] Um, it's [PII] and it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Yeah, no, oh, OK, so what is it [PII] first initial is [PII] What else?
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Oh, [PII], OK. First initial of your last name [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK wonderful yeah I just wanted to verify outpatient benefits on a mutual insured.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with that.
[CUSTOMER][NEUTRAL] What do you, what do you need?
[AGENT][NEUTRAL] Uh, first, I'll need your name and book callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] First initial is [PII].
[AGENT][NEUTRAL] Thank you. And now I need the policy number.
[CUSTOMER][NEUTRAL] I lost you. What?
[AGENT][NEUTRAL] I need the policy number.
[CUSTOMER][NEUTRAL] 1480304.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of time.
[AGENT][NEUTRAL] And the effective date on this policy was [PII].
[AGENT][NEUTRAL] And the policy is still active.
[AGENT][NEUTRAL] Um, just for outpatient benefits.
[CUSTOMER][NEUTRAL] Right, no patient benefits correct.
[AGENT][NEUTRAL] OK, for outpatient.
[AGENT][NEUTRAL] We cover up to $500 per day and that's for the copay, the car insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] So it's $500 per day?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much so I'm gonna use your name IVM reference number and today's date, correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Oh no, that's it, Miss [PII]. You have a great afternoon. Take care. Stay safe bye bye.