AccountId: 011433970860
ContactId: 5a7a49a5-cec0-4bbf-a650-b38c9ea6bb3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112339 ms
Total Talk Time (AGENT): 60468 ms
Total Talk Time (CUSTOMER): 25797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5a7a49a5-cec0-4bbf-a650-b38c9ea6bb3e_20250603T13:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check benefits on the patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be.
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 601
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] M L 8
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit.
[CUSTOMER][NEUTRAL] Oh, outpatient, sorry.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's it, can I get a reference number?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.