AccountId: 011433970860
ContactId: 52c0951e-e83e-411b-ac0d-765824d7380c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187850 ms
Total Talk Time (AGENT): 68097 ms
Total Talk Time (CUSTOMER): 97574 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/52c0951e-e83e-411b-ac0d-765824d7380c_20250602T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, this is [PII] calling from Doctor [PII]'s office. I need to verify, um, benefit coverage for a specific, um.
[CUSTOMER][NEUTRAL] Time period.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I please get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, yes, my name is [PII].
[AGENT][NEUTRAL] OK. And a good callback number, please, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] It's in front of the card.
[CUSTOMER][NEUTRAL] Um, in hos well that's in hospital.
[CUSTOMER][NEUTRAL] An outpatient, so I guess that doesn't mean that they have regular benefits just in hospital and outpatient, so it's maybe this is just a catastrophic policy.
[AGENT][NEUTRAL] Um, they may have office visit information. You can give me the outpatient certificate number and I can look them up that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 02473005 ML 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Um, and her date of birth is [PII]. The policy holder would be her husband, [PII].
[AGENT][NEUTRAL] OK. And his date of birth?
[CUSTOMER][NEUTRAL] Um, and his date of birth would be [PII].
[AGENT][NEUTRAL] OK. Thank you. And just let me advise you that verification of coverage does not guarantee payment of claim. Um, I'm showing the effective date on this policy was [PII] and this policy actually expired on [PII], and I'm not showing [PII] on the policy, I'm just showing [PII].
[CUSTOMER][NEUTRAL] OK, so [PII] was not on this policy. OK, [PII] was not.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] On this.
[CUSTOMER][NEUTRAL] Policy OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK perfect needed to confirm that thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh wait, I know, and who am I, who am I speaking to?
[AGENT][NEUTRAL] Um, my name is [PII]. Um, it[PII] spelled [PII] is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Mhm bye.