AccountId: 011433970860
ContactId: 68812844-95ac-4da4-8edc-3123cd9d3d09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120260 ms
Total Talk Time (AGENT): 74280 ms
Total Talk Time (CUSTOMER): 36700 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/68812844-95ac-4da4-8edc-3123cd9d3d09_20250110T14:56_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'd like to verify benefits for a procedure.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII] last initial [PII]
[AGENT][POSITIVE] Thank you, [PII], and what is a good call back number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient please?
[CUSTOMER][NEUTRAL] It'll be 02477098.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, name is [PII], [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with those benefits for Ms. [PII]. I'm showing her policy is active. Her effective date is [PII].
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, for outpatient ambulatory non-hospital based.
[AGENT][NEUTRAL] Alright, I can help you with that outpatient benefit. She does have coverage up to $7000 per calendar year, and that is a verification of coverage and not a guarantee of payment. Anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's all, thank you, and she hasn't used any of it correct so far for the year?
[AGENT][NEUTRAL] As of right now, she has not used any of those benefits for [PII].
[CUSTOMER][NEUTRAL] Alright perfect that is your name and reference number for the call then?
[AGENT][NEUTRAL] My name is [PII]. Reference number is my name and today's date.
[CUSTOMER][POSITIVE] Alright perfect alright thank you so much then that's all for today.
[AGENT][POSITIVE] Oh, thank you, [PII], for calling APL and again all benefits given over the phone is for verification and coverage, not a guarantee of benefits. Hope you have a wonderful weekend, [PII], and thank you for calling APL. Thank you.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][POSITIVE] You too, thank you, take care.
[AGENT][NEUTRAL] You too. Bye-bye.