AccountId: 011433970860
ContactId: 309c17ee-e4ae-496e-84b5-b954a63b0841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108760 ms
Total Talk Time (AGENT): 58257 ms
Total Talk Time (CUSTOMER): 27291 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/309c17ee-e4ae-496e-84b5-b954a63b0841_20250318T19:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling to get benefits for a patient.
[AGENT][POSITIVE] Yes, ma'am, I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is going to be 02144510.
[AGENT][NEUTRAL] OK, thank you. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII], date of birth [PII].
[AGENT][NEUTRAL] OK. 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. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2500 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 anything been used?
[AGENT][NEUTRAL] I'm so far nothing's been used this year.
[CUSTOMER][NEUTRAL] OK, and you said your name was [PII], right?
[AGENT][POSITIVE] Yes, ma'am. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The reference number.
[AGENT][NEUTRAL] Oh, for the reference number you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time I appreciate it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.