AccountId: 011433970860
ContactId: 2d634b40-e184-4f82-9459-f5c49612890b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191820 ms
Total Talk Time (AGENT): 74459 ms
Total Talk Time (CUSTOMER): 86711 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2d634b40-e184-4f82-9459-f5c49612890b_20250617T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning, you said your name is I'm sorry?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] [PII]? [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Um, it's [PII]
[CUSTOMER][POSITIVE] Oh, [PII], OK, wonderful. Good good morning. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good today is Tuesday. Um, it seems to be a smooth morning. Yesterday was a little manic Monday.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Uh oh. Yeah, we got through it, we made it to Tuesday.
[CUSTOMER][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] Thank you [PII], um, yeah, I'm just calling to verify benefits uh for outpatient on a mutual insured, um.
[CUSTOMER][NEUTRAL] What do you need from me? Do you need her policy number first?
[AGENT][NEUTRAL] Well, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] Absolutely my name is [PII].
[CUSTOMER][NEUTRAL] First, um, initial of my last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Absolutely it's 02606949.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 8700 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, has she used any this year?
[AGENT][NEUTRAL] Um, so far she hasn't used any.
[CUSTOMER][NEUTRAL] OK, so she still has the 8700?
[AGENT][POSITIVE] Yes, ma'am, it's still available.
[CUSTOMER][POSITIVE] Wonderful. OK, um, can I go ahead and use your name first initial on today's date as my reference number?
[AGENT][NEUTRAL] Yes, that will be your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No [PII] just to confirm your your name is [PII] and then middle initial is [PII], well uh first initial of your last name.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a great rest of your day.
[AGENT][NEUTRAL] You do the same [PII]. Yeah, you do the same. Mhm. You do the same.
[CUSTOMER][NEUTRAL] In the week work week.
[CUSTOMER][POSITIVE] Take care bye bye, stay safe. Alrighty, bye bye.
[AGENT][NEUTRAL] Mhm.