AccountId: 011433970860
ContactId: 46eb5a47-b8c8-4bef-abc0-6aa43c4efeb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126790 ms
Total Talk Time (AGENT): 67806 ms
Total Talk Time (CUSTOMER): 42523 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/46eb5a47-b8c8-4bef-abc0-6aa43c4efeb8_20250203T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from a provider's office, and I wanted to verify patients benefit.
[AGENT][POSITIVE] Yeah, I could take benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII]'s spelled [PII].
[AGENT][POSITIVE] OK, thank you, and a nice, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is um 02473314.
[AGENT][NEUTRAL] All right, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to check the uh outpatient benefit.
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is on a per calendar day basis is $300 max per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and I'm so sorry, what was your name again? I didn't catch it at the beginning of the call.
[AGENT][NEUTRAL] It's OK. It's [PII]
[CUSTOMER][NEUTRAL] OK, and can I just get a reference number for the call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Um, so my last initial is [PII] Was there anything else I could help you with onice?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.