AccountId: 011433970860
ContactId: 243e0afa-96fd-498b-8d26-370b187095f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104800 ms
Total Talk Time (AGENT): 44140 ms
Total Talk Time (CUSTOMER): 34849 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/243e0afa-96fd-498b-8d26-370b187095f6_20250520T17:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] I'll 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] And what is the policy number?
[CUSTOMER][NEUTRAL] Is 01261895 ML 8?
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth 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] OK
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $4700.
[CUSTOMER][NEUTRAL] I'm so sorry. The call, the call kind of like dropped a little bit. What was that?
[AGENT][NEUTRAL] The per day maximum for outpatient is $4700.
[CUSTOMER][NEUTRAL] OK, so per day 4700?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, perfect. And can I get a reference number for a call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.