AccountId: 011433970860
ContactId: 652ede78-eec8-4813-9668-e188fe6f728e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85360 ms
Total Talk Time (AGENT): 42250 ms
Total Talk Time (CUSTOMER): 30069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/652ede78-eec8-4813-9668-e188fe6f728e_20250522T18:42_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]. My name is [PII] with University Orthopedics billing office, and I just need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, [PII], I'm happy to verify benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 02361658 M as in Mary, L as in Lucy, 8.
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you. Uh, so patient is active. Effective date is [PII]. We are the member's secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] And their outpatient benefit max for the year is 6600.
[CUSTOMER][NEUTRAL] OK, do you have a reference number for the call, please?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. My name again is [PII] and my last initial is [PII] with today's date.
[CUSTOMER][POSITIVE] OK great thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.