AccountId: 011433970860
ContactId: 3d971aa7-911b-4777-9e3c-107091e124b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79879 ms
Total Talk Time (AGENT): 42371 ms
Total Talk Time (CUSTOMER): 25355 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3d971aa7-911b-4777-9e3c-107091e124b9_20250324T15:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from my provider's office. Any benefits on a patient please?
[AGENT][POSITIVE] I'd be happy to assist with benefits today and if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02258741 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh [PII] [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] I do show the outpatient calendar year maximum is $1500.
[CUSTOMER][NEUTRAL] Has she met any?
[AGENT][NEUTRAL] Let's see one moment.
[AGENT][NEUTRAL] I'm not showing she's used any benefits so far this year, so she has the full amount available.
[CUSTOMER][POSITIVE] Perfect, can I get a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Good day bye bye.
[AGENT][POSITIVE] Thank you for calling APO