AccountId: 011433970860
ContactId: 582537d5-0725-402a-a701-f5cd94047725
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105540 ms
Total Talk Time (AGENT): 44869 ms
Total Talk Time (CUSTOMER): 27451 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/582537d5-0725-402a-a701-f5cd94047725_20250619T21:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Insidegris Family Care More. I was calling to verify a patient's, uh, coverage.
[AGENT][NEUTRAL] OK, [PII], I can help you with uh benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] 01792094
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy is active and effective [PII]. And was this for outpatient benefits or?
[CUSTOMER][NEUTRAL] Uh, no, yeah, it is, sorry, it is.
[AGENT][NEUTRAL] OK. Um, get that policy pulled up. Just give me one moment.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Uh, so for her policy, it pays $5000 per covered person per calendar year.
[AGENT][NEUTRAL] And this is a secondary policy, so this will pick up after primary has processed the claim, any deductible, co-pay or co-insurance.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you. Bye-bye.