AccountId: 011433970860
ContactId: 1f242a34-9c3f-4b87-8b3a-78d6bd0c801b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130839 ms
Total Talk Time (AGENT): 66318 ms
Total Talk Time (CUSTOMER): 50280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1f242a34-9c3f-4b87-8b3a-78d6bd0c801b_20250212T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling from Coral Ridge outpatient. My name is [PII] and I'm calling for verification of benefits.
[AGENT][NEUTRAL] You're calling for verification of benefits, OK, spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] It's gonna be ambulatory outpatient.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 088 07 Mary Larry 8.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. I'm showing an effective date of [PII] policy is active at this time, and let me pull up the outpatient benefit and I can help you with that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing the maximum outpatient benefit is up to $1000.
[AGENT][NEUTRAL] That is per calendar year.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. Currently I do not show any of that benefit used.
[AGENT][NEUTRAL] And do you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Yes, um, what is the, um, claim address for this um patient?
[AGENT][NEUTRAL] American Public Life [PII] 248,950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oklahoma
[CUSTOMER][NEUTRAL] 91 or 95?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, no problem, thank you so much, [PII] have a great rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.