AccountId: 011433970860
ContactId: 59539fa2-d610-4f7d-afb3-e89c23bbd43d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156800 ms
Total Talk Time (AGENT): 61538 ms
Total Talk Time (CUSTOMER): 65763 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/59539fa2-d610-4f7d-afb3-e89c23bbd43d_20250513T19:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hi, I'm so sorry. My name is [PII] calling from Texas Digestive Specialist. I was calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That is correct, um, you said your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am. [PII] last [PII] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it'll be 01868770.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It'll be [PII] and I am at [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and you say you're calling to verify benefits and eligibility, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and what is that patient's name, date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] I wanted to confirm um for the um benefits it's only for outpatient correct?
[AGENT][NEUTRAL] Outpatient or in hospital?
[CUSTOMER][NEUTRAL] OK, for the outpatient benefit, um, what is the amount that you like the maximum that you guys pay out? I'm sorry?
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. For outpatient and max benefit payable is up to $2550 per calendar year.
[CUSTOMER][NEUTRAL] OK, and um do you show if she's uh used any I'm sorry.
[AGENT][NEUTRAL] Allow me a moment.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Uh, so far it shows she's only used 1484.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] 1484. OK, alrighty, thank you so much, [PII]. that is all I needed um if I could just please have a reference number.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty thank you so much have a good day.
[AGENT][POSITIVE] Oh, you too, Ms. [PII]. Thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye bye.