AccountId: 011433970860
ContactId: 648bd016-10b3-4989-b993-eb32b03b1121
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120269 ms
Total Talk Time (AGENT): 59941 ms
Total Talk Time (CUSTOMER): 49789 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/648bd016-10b3-4989-b993-eb32b03b1121_20250428T15:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Florida Heart Associates, and I'm trying to verify benefits and eligibility, please.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Mhm, sure, that is my direct line [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] You're welcome. That is 02300701 M like Mary, L like love, followed by number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Office visit?
[AGENT][NEUTRAL] OK. Um, actually, under this policy, services provided in office is not covered, um, unless it's for cancer treatment.
[CUSTOMER][NEUTRAL] OK, let's great. OK, and may I have a um reference number please?
[AGENT][NEUTRAL] Yes, ma'am. 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. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No thank you, you've been most helpful. Enjoy the rest of your day. OK, thank you very much for your help.
[AGENT][NEUTRAL] You do the same, [PII]. Mhm.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Mm bye.