AccountId: 011433970860
ContactId: 2e1f7c45-7091-4a37-ace7-c3ca6bde3e2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166240 ms
Total Talk Time (AGENT): 78468 ms
Total Talk Time (CUSTOMER): 61491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2e1f7c45-7091-4a37-ace7-c3ca6bde3e2d_20250604T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify coverage and benefits for patients.
[AGENT][NEUTRAL] OK, I can help you with both eligibility and benefits. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] I'm calling from uh Digestive Health Center of Plano.
[CUSTOMER][NEUTRAL] And our phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it is [PII] Birth date is [PII], and the ID we have is [PII] [PII].
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy with us. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is just to verify his benefits. It's a guarantee of payment. This is a supplemental insurance policy. It's billed secondary to the primary. It helps with deductible pay and co-insurance only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $5000 and then he also put outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I think that's all I need. Could I get a reference number from you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Alright well thank you so much for your help.
[AGENT][NEUTRAL] You're very welcome, Miss [PII]. Is that everything?
[CUSTOMER][POSITIVE] That was it. You have a good afternoon. Thank you.
[AGENT][POSITIVE] OK, well you take care thank you thanks for calling APO.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Welcome to our survey.
[CUSTOMER][NEUTRAL] Overall, how satisfied were you with the customer service experience during your call today?
[CUSTOMER][POSITIVE] For exceptionally satisfied press one.
[CUSTOMER][POSITIVE] For very satisfied press too.
[CUSTOMER][NEUTRAL] For satisfied, press 3.
[CUSTOMER][NEUTRAL] For needs