AccountId: 011433970860
ContactId: 5aeba8e1-9ec0-45fb-8b1e-aa5ed80ab1bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97680 ms
Total Talk Time (AGENT): 46416 ms
Total Talk Time (CUSTOMER): 38568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/5aeba8e1-9ec0-45fb-8b1e-aa5ed80ab1bd_20250224T13:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a provider's office. I need to verify benefits for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can you provide me with the spelling of your name and a callback number and that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 1480435ML8. You said your name was? I'm sorry.
[AGENT][NEUTRAL] Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Could you provide me with the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII], and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] It's gonna be at an ambulatory surgical center, so outpatient.
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII]. You're calling to verify outpatient benefits. The member's policy has outpatient benefits of $500 per calendar day. This is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect can I have a call reference number please?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII]. Have a great day, great day.
[CUSTOMER][POSITIVE] You too you too.