AccountId: 011433970860
ContactId: 1bbcf12f-3d4c-495d-8567-cbcf8716a893
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111190 ms
Total Talk Time (AGENT): 54958 ms
Total Talk Time (CUSTOMER): 39226 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/1bbcf12f-3d4c-495d-8567-cbcf8716a893_20250618T19:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I'm just trying to verify some information for patients plan.
[AGENT][POSITIVE] Um, yes, sir. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] It's uh [PII] callback number [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 01979913.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] name
[CUSTOMER][NEUTRAL] It's uh [PII], date of birth, [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] For outpatient, we cover up to $500 per occurrence and every occurrence is every 90 days. Um, we'll cover up to $500 for the co-pay, the co-insurance, and deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] That's the appointment indeed.
[CUSTOMER][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] OK, up to 500 per cards.
[CUSTOMER][POSITIVE] OK perfect that's actually everything I needed to know.
[CUSTOMER][NEUTRAL] first and I
[AGENT][POSITIVE] OK. Um, since there isn't anything else I can assist you with today, well, I thank you for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Thank you you too.