AccountId: 011433970860
ContactId: 5d348970-6ce8-4fdf-9ae4-66d5bba9158a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166410 ms
Total Talk Time (AGENT): 61128 ms
Total Talk Time (CUSTOMER): 45967 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/5d348970-6ce8-4fdf-9ae4-66d5bba9158a_20250318T17:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 021.
[CUSTOMER][NEUTRAL] 23551.
[AGENT][NEUTRAL] Thank you, May, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay or co-insurance will pay up to $6650 and they have a $500 deductible.
[CUSTOMER][NEUTRAL] Sorry, you said $500 deductible, correct?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much. May I please have the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Oh, can I also have the last name first initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much I greatly greatly appreciate your help today.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Have a wonderful afternoon. Bye.
[AGENT][NEUTRAL] You too. Bye-bye.