AccountId: 011433970860
ContactId: 5d9b87be-f4f8-4cd6-a123-b178a5c5eb0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97870 ms
Total Talk Time (AGENT): 41899 ms
Total Talk Time (CUSTOMER): 35822 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5d9b87be-f4f8-4cd6-a123-b178a5c5eb0d_20250320T18:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APM. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. My name is [PII]. I'm calling from a provider's office, and I wanted to verify patients benefit.
[AGENT][POSITIVE] I'd be happy to assist with benefits today Yamalli if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] That is 01749478ML8.
[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]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $1000.
[CUSTOMER][NEUTRAL] OK, has the patient um met it yet?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] She hasn't used any so far this year she has the full amount available.
[CUSTOMER][NEUTRAL] All right perfect and can I just get a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Uh, no, that was it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.