AccountId: 011433970860
ContactId: 2ec297bb-5493-49f7-bb69-6bda6da8cbd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327440 ms
Total Talk Time (AGENT): 71269 ms
Total Talk Time (CUSTOMER): 49139 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2ec297bb-5493-49f7-bb69-6bda6da8cbd7_20250616T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, this is [PII]. I was calling from Regenesis Healthcare. Um, I need to verify some insurance, please.
[AGENT][POSITIVE] OK, I can help with that and I'm so sorry, may I have your first name again?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK, thank you Miss [PII] and what is your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 02603912.
[AGENT][POSITIVE] Thank you so much. One moment please, [PII].
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, her name is [PII], and [PII].
[AGENT][POSITIVE] OK, thank you so much for the information and you're calling for benefits for this member I can certainly help you with that.
[AGENT][NEUTRAL] Um, would this be for an office visit? Um, what the is it would you need?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's office visit. mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I place you on a brief hold please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Thank you so much for your patience with me, Ms. [PII]. um, for the benefits for an office visit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay $75 per day with a max of 1 day per year for physician's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it is active?
[AGENT][NEUTRAL] Yes ma'am. Active as of [PII].
[CUSTOMER][NEUTRAL] OK, and is it a copay?
[AGENT][NEUTRAL] Uh no, ma'am, with this policy, there is no co-pay, deductible or co-insurance. We just pay the benefit of $75 max, um, per day.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, that'll be it.
[AGENT][POSITIVE] Thank you for calling AP I'll take care mm bye.
[CUSTOMER][NEUTRAL] Yeah