AccountId: 011433970860
ContactId: 68372bbe-4a7d-4db0-9465-2bfc021d5f0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172160 ms
Total Talk Time (AGENT): 46280 ms
Total Talk Time (CUSTOMER): 44080 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/68372bbe-4a7d-4db0-9465-2bfc021d5f0d_20250424T17:07_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]. I'm calling from [PII]. I need you to verify coverage for a number.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have here, yeah, I do. I have 002203102 ML 8.
[AGENT][NEUTRAL] OK. The patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient is with uh Dearia 2-12-2025.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you were needing benefits as well as eligibility?
[CUSTOMER][NEUTRAL] Um, yes, it's for, um, outpatient diagnostic.
[AGENT][NEUTRAL] It's not a guarantee of payment, basic outline of the policy. Uh, so the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] For outpatient. Let's see.
[AGENT][NEUTRAL] Uh, so their outpatient benefit maximum is 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK. Have you used any of it?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, it looks like she's used 968 49.
[CUSTOMER][NEUTRAL] OK. Thank you, [PII]. Um, do you give a reference numbers for the call?
[AGENT][NEUTRAL] That reference number is just my name, [PII], first initial to last name, [PII] as [PII], and today's date. Anything else I can help with?
[CUSTOMER][POSITIVE] OK. No, that was all. Thank you. Have a good day. Bye-bye.
[AGENT][NEUTRAL] Becoming APL, you