AccountId: 011433970860
ContactId: 58f03c12-37e4-4e7a-8471-0d5892833e89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116580 ms
Total Talk Time (AGENT): 40170 ms
Total Talk Time (CUSTOMER): 44680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/58f03c12-37e4-4e7a-8471-0d5892833e89_20250513T19:13_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling from South Florida Diagnostic Imaging of Kendall. I have a patient here, um, that has given me an APL policy and I need to make sure it's active and it'll cover her deductible as secondary.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII], last [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02465
[CUSTOMER][NEUTRAL] 840 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And I do show for outpatient the.
[AGENT][NEUTRAL] Calendar year maximum is $7900.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Let me have your name.
[AGENT][NEUTRAL] My name's [PII]. Last [PII] [PII].
[CUSTOMER][NEUTRAL] Any reference number available?
[AGENT][NEUTRAL] It's just my name and today's same time.
[CUSTOMER][POSITIVE] Wonderful thank you so much.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.