AccountId: 011433970860
ContactId: 312a8054-a7b2-43ab-9e75-5363ffddbb39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85080 ms
Total Talk Time (AGENT): 37050 ms
Total Talk Time (CUSTOMER): 39140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/312a8054-a7b2-43ab-9e75-5363ffddbb39_20250314T18:28_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Pembroke Pink Imaging checking on benefits for patients, see if she's active.
[AGENT][POSITIVE] I'll be happy to assist with benefits today all day if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number 02134836 Fatima.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show the outpatient calendar year maximum is $7350.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. Has she met anything in that?
[AGENT][NEUTRAL] She hasn't used any benefits, she has the full amount available.
[CUSTOMER][NEUTRAL] Nothing
[CUSTOMER][POSITIVE] Perfect. OK, so we're good with that. I only need a reference number for this call and that's it.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Alright thank you so much, [PII]. You have a good weekend, OK?
[AGENT][POSITIVE] Thank you for calling APL. You have a great weekend as well.
[CUSTOMER][NEUTRAL] You too. Bye, bye.
[AGENT][NEUTRAL] Bye bye.