AccountId: 011433970860
ContactId: 4632afaf-70a7-4726-abfc-83c9b58d68ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120580 ms
Total Talk Time (AGENT): 63462 ms
Total Talk Time (CUSTOMER): 40359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/4632afaf-70a7-4726-abfc-83c9b58d68ae_20250611T18:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling to verify benefits for a patient, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Uh, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 01887294 M as in Mike L as in Lima 8
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is, this is for outpatient colonoscopy and upper endoscopy, so it's outpatient surgery.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 4000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. And out of that 4000, has anything been used yet?
[AGENT][NEUTRAL] Um, so far, she hasn't used any this year.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your first name again?
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] A yes, may I just get a reference number, please?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] Thank you so much for your help. I appreciate that.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You do the same now. Bye-bye.
[AGENT][POSITIVE] Thank