AccountId: 011433970860
ContactId: 30ab7d96-56cd-4903-81fe-639c4bf9009d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107620 ms
Total Talk Time (AGENT): 62346 ms
Total Talk Time (CUSTOMER): 32709 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/30ab7d96-56cd-4903-81fe-639c4bf9009d_20250124T21:10_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Doctor's Hospital. I need to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 01606610M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active, and you said this was for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1250 per calendar year and that's for the co-pay, the co-insurance and deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. Has anything been used?
[AGENT][NEGATIVE] Um, so far, nothing's been used.
[CUSTOMER][POSITIVE] Perfect. And then if I can get the first initial to your last name and a reference number if there is one.
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date and my last initial is M like [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that was all thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. Have a great weekend bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.