AccountId: 011433970860
ContactId: 1b0099bb-0332-4df7-8ccc-8161d7a4e28a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124379 ms
Total Talk Time (AGENT): 47158 ms
Total Talk Time (CUSTOMER): 50579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/1b0099bb-0332-4df7-8ccc-8161d7a4e28a_20250423T14:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from the Trifonto's office. I was hoping to verify benefits for a specialist office visit for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 023 296.
[AGENT][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 93 M as in Mary L 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the birthday is [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]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $3500.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] Does it cover office visits?
[AGENT][NEUTRAL] No, this policy does not have benefits for treatment in an office or clinic setting.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, what was your name?
[AGENT][NEUTRAL] [PII], last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yes, can I also get a call reference number?
[AGENT][NEUTRAL] It's just my name and today's date and time.
[CUSTOMER][POSITIVE] OK thank you have a good one.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye you too.
[AGENT][NEUTRAL] Bye.