AccountId: 011433970860
ContactId: 193c35a2-bf68-430d-be73-9f0fb9f0a267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101489 ms
Total Talk Time (AGENT): 43298 ms
Total Talk Time (CUSTOMER): 29731 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/193c35a2-bf68-430d-be73-9f0fb9f0a267_20250410T15:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Hi, I'm calling to get benefits for a patient.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And and if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 01611610.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, I'm calling for outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $1500.
[CUSTOMER][NEUTRAL] Has any of it been used?
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] No, she hasn't used any so far this year.
[CUSTOMER][NEUTRAL] Yeah, OK, may I have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it thank you so much appreciate it.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] No.