AccountId: 011433970860
ContactId: 52862b40-f5c6-47f5-93ca-1e435bcf8a1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116169 ms
Total Talk Time (AGENT): 55148 ms
Total Talk Time (CUSTOMER): 33575 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/52862b40-f5c6-47f5-93ca-1e435bcf8a1c_20250512T19:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is KQ. May I help you?
[CUSTOMER][NEUTRAL] Hi, what's your name again? I'm sorry?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Doctor's Hospital. I needed to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] I have 02559100 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And uh verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. I'm trying to affect the date of [PII], policy is active. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Patients coming in for X-ray outpatient hospital.
[AGENT][NEUTRAL] OK. Not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance, deductible, co-pay, and or co-insurance, and I show here has an outpatient benefit max up to $3000 per calendar day.
[CUSTOMER][NEUTRAL] Per day? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and then um is there a reference number for this call or you just your name and today's date?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APM Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.