AccountId: 011433970860
ContactId: 26380cc9-533d-4310-9b29-2ded8b891d8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113050 ms
Total Talk Time (AGENT): 55937 ms
Total Talk Time (CUSTOMER): 32229 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/26380cc9-533d-4310-9b29-2ded8b891d8b_20250211T18:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling on behalf of Mansa, and I, I have a patient scheduled for a CT outpatient, and I'm trying to verify their outpatient benefits.
[AGENT][POSITIVE] OK, I can verify benefits for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Miss, what is that policy number, please?
[CUSTOMER][NEUTRAL] 971103.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy, and you say you're needing outpatient benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with major medicals, deductible, co-pay, and or co-insurance, and the patient has a benefit max up to $4250 per calendar day.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And your name again?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Alright, you're welcome, Mr. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.