AccountId: 011433970860
ContactId: 63c3dabb-3d14-4461-a4f8-a08c7e1d054a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110449 ms
Total Talk Time (AGENT): 44432 ms
Total Talk Time (CUSTOMER): 44115 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/63c3dabb-3d14-4461-a4f8-a08c7e1d054a_20250404T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. um, I'm calling from the diagnostic Center of Miami to um confirm patients coverage and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII] last name initial [PII].
[AGENT][POSITIVE] Thank you and your call back number please [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and I'm ready for the policy number please.
[CUSTOMER][NEUTRAL] 024089.
[CUSTOMER][NEUTRAL] 49 ML 8.
[AGENT][NEUTRAL] OK, thank you very much. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Excuse me, and you're calling for outpatient benefits. The member shows effective as of [PII]. The policy shows active and for outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We pay up to $3000 for the calendar year.
[CUSTOMER][NEUTRAL] Has she used any?
[AGENT][NEUTRAL] Uh, let me check for you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see for this here she has not.
[CUSTOMER][NEUTRAL] OK, and your last name initial please [PII]?
[AGENT][NEUTRAL] Of course, it's [PII].
[CUSTOMER][POSITIVE] OK well thank you so much enjoy you have a great day and a wonderful weekend.
[AGENT][POSITIVE] You as well, [PII] and thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.