AccountId: 011433970860
ContactId: 45e25309-805e-423f-ac57-29b0ff0b5acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149149 ms
Total Talk Time (AGENT): 60638 ms
Total Talk Time (CUSTOMER): 68550 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/45e25309-805e-423f-ac57-29b0ff0b5acd_20250623T15:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Uh, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I am calling to get the benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, let me tell you, oh, I'm just one minute. I don't know why it just get deleted here, but.
[CUSTOMER][NEUTRAL] It is 02563062 ML8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I show her effective date is [PII]. Policy is active, and what benefits are needing for the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification of coverage. With the policy as secondary, we help with primary insurance deductible co-pay, co-insurance, and she has a benefit max up to 2000 per calendar year.
[CUSTOMER][NEUTRAL] Benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and how, how much is remaining?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't sure she's used any benefits for this year, Ms. [PII], so it's available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a callback reference number?
[AGENT][NEUTRAL] Um, you can use my name at today's date if you like for reference.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, and today's date, OK, OK, thank you so much that's all I need to know.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.