AccountId: 011433970860
ContactId: 44e35536-e4ef-41c6-9e34-7c356bdd23ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107000 ms
Total Talk Time (AGENT): 44009 ms
Total Talk Time (CUSTOMER): 49072 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/44e35536-e4ef-41c6-9e34-7c356bdd23ce_20250129T20:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII] and I'm calling from Daycare Medical Group trying to get the um effective date for patients.
[AGENT][POSITIVE] OK, I'd be happy to assist. I'd be happy to assist with thoseil today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, hm, I guess it's 02370248 M like Mike, L for Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [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] Um, this is, uh, outpatient, please.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $2,025.
[CUSTOMER][NEUTRAL] OK, so this is uh one of her doctor's visits, so it is covered under this secondary to her primary.
[AGENT][NEUTRAL] That's correct, we're the secondary.
[CUSTOMER][NEUTRAL] Alright perfect is there 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] That's it. Thank you so very much. I do appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] I hope you do the same thank you bye bye.
[AGENT][NEUTRAL] Mhm.