AccountId: 011433970860
ContactId: 23234790-878f-4640-91ab-2a55335fe9c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153000 ms
Total Talk Time (AGENT): 85769 ms
Total Talk Time (CUSTOMER): 42603 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/23234790-878f-4640-91ab-2a55335fe9c5_20250320T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. My name is [PII]. I'm calling to verify this patient's benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 182593-2 M as in Mary, L as in Larry.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], um, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I can help you with eligibility. Now, the policy number you gave me is no longer active. That's an old policy that turned in [PII]. Now he does have active coverage under another policy number. Can I provide you with that active policy information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] As of [PII], his active policy number is 2049336, and the policy is active.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What are the benefits for outpatient?
[AGENT][POSITIVE] For outpatient coverage, she does have benefits up to.
[AGENT][NEUTRAL] $750 per calendar year. Now that is a verification of coverage, not a guarantee of payment, and I know what you're fixing to ask, so I'm looking to see what's remaining for [PII].
[AGENT][NEUTRAL] Did I guess right?
[CUSTOMER][NEUTRAL] You did.
[AGENT][NEUTRAL] Yeah, he has not used that benefit yet for 25.
[CUSTOMER][NEUTRAL] You already know.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Do you have a reference number for the call?
[AGENT][NEUTRAL] Reference number would be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] All right, thank you so much. You have a great rest of your day and a happy weekend if I don't speak to you again.
[AGENT][NEUTRAL] Oh, I have
[AGENT][POSITIVE] Yeah, I hope you do too, [PII]. It's coming finally, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you likewise bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.