AccountId: 011433970860
ContactId: 23e60a69-c32d-4a6c-92ae-19bd7d50f47f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105800 ms
Total Talk Time (AGENT): 50789 ms
Total Talk Time (CUSTOMER): 33469 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/23e60a69-c32d-4a6c-92ae-19bd7d50f47f_20250221T16:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. So my name is [PII]. I'm calling from OnSite medical. I need to verify benefits for a patient we have in common, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Mr. [PII] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have it as 02458749.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient is going to be [PII].
[AGENT][NEUTRAL] Thank you. And you need outpatient benefits or inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient, please.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and let's see, we have an outpatient maximum of 4500 per cover person per calendar year, and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Would you be able to tell me if anything has been applied or used?
[AGENT][NEUTRAL] I can check. Let's see.
[AGENT][NEUTRAL] As of today, she has not used her benefits, she still have the full amount available.
[CUSTOMER][POSITIVE] Got it, thank you so much so I appreciate your help and your time that's all I needed.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APR. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.