AccountId: 011433970860
ContactId: 3cd979c1-e0fa-451e-8a85-ae31437af38e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134160 ms
Total Talk Time (AGENT): 52274 ms
Total Talk Time (CUSTOMER): 48040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/3cd979c1-e0fa-451e-8a85-ae31437af38e_20250610T14:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning calling from urology specialty care calling to verify benefits for patients.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01780658.
[CUSTOMER][NEUTRAL] M like Mary, L like Lima 7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $2500.
[CUSTOMER][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] Has any of it been met?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] He's only used $40 of that.
[CUSTOMER][NEUTRAL] $40.
[CUSTOMER][NEUTRAL] And that doesn't cover office is correct?
[AGENT][NEUTRAL] Uh, let me check one moment.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Perfect. May I have your name and a callback number, please?
[AGENT][NEUTRAL] My callback number? um, I guess it's just the one you dialed.
[CUSTOMER][NEUTRAL] I'm sorry, uh, reference number.
[AGENT][NEUTRAL] Reference is just my name [PII]. Last initial is [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] The reference number I'm sorry.
[CUSTOMER][NEUTRAL] You said your name was [PII], correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect that that's it thank you very much have a wonderful day.
[AGENT][POSITIVE] Thank you for calling AP. Have a good day.