AccountId: 011433970860
ContactId: 34bbd6fd-5f32-4631-b3f0-9f76bd38c1c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174570 ms
Total Talk Time (AGENT): 49289 ms
Total Talk Time (CUSTOMER): 61319 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/34bbd6fd-5f32-4631-b3f0-9f76bd38c1c8_20250530T19:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, yes, I was needing to get benefits for a patient, please.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] That's our payer ID. Do you have a social?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Um, yeah, one second.
[CUSTOMER][NEUTRAL] Oh, OK, so first name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that for me?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Let me give you the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy number is 02431075.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I do show the policy is active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] For outpatient?
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $2000.
[CUSTOMER][NEUTRAL] OK, has, has any of that been used yet for this year?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and um can I get your name again please?
[AGENT][NEUTRAL] My name is [PII]. Last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That was all, but do you give um reference numbers?
[AGENT][NEUTRAL] The reference would just be my name in today's date and time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, then that was all thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.