AccountId: 011433970860
ContactId: 5042b492-61f0-44fc-91a0-912b077186a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87819 ms
Total Talk Time (AGENT): 43316 ms
Total Talk Time (CUSTOMER): 36360 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/5042b492-61f0-44fc-91a0-912b077186a6_20250617T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to um verify benefits please for one of our patients.
[AGENT][POSITIVE] OK, I can certainly help you with that and may I have your name please?
[CUSTOMER][NEUTRAL] My name's [PII] calling from NMed Health OBGYN.
[AGENT][NEUTRAL] Thank you [PII] and your callback number is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is um 02137768.
[AGENT][POSITIVE] OK, I have it as 021-37768. Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], birth date [PII].
[AGENT][NEUTRAL] OK, and to verify benefits I can certainly help you again. Uh, that shows effective as of [PII]. Her policy shows active. Now would you need inpatient or outpatient benefits for her?
[CUSTOMER][NEUTRAL] It'll be inpatient, she's pregnant.
[AGENT][NEUTRAL] OK, yes ma'am, please note verification of benefits provided as not guaranteed payment. We pay up to $2500 for the calendar year.
[CUSTOMER][POSITIVE] Up to 2500 calendar year. Alright, that sounds good. I think that's and y'all there's no price or anything with this plan, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Great thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thanks for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.