AccountId: 011433970860
ContactId: 69a89986-289a-42b8-a3c1-b1179956f08a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164559 ms
Total Talk Time (AGENT): 68180 ms
Total Talk Time (CUSTOMER): 37529 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/69a89986-289a-42b8-a3c1-b1179956f08a_20250407T17:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Valley Family Medicine. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] 44256903445.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 02494078
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, first name [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] 5 1188.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you wanna go over today?
[CUSTOMER][NEUTRAL] Um, primary care office visit.
[AGENT][NEUTRAL] OK, hold on one moment, pull up the benefits.
[AGENT][NEUTRAL] OK, it's coming up now hold on one moment.
[CUSTOMER][POSITIVE] I can help you
[AGENT][NEUTRAL] OK, so for the physician office, this policy will pay up to $50 per day with a max of 4 days per calendar year per person.
[CUSTOMER][NEUTRAL] You said the max of how much per year?
[AGENT][NEUTRAL] Um, well, so it's $50 per day, max of 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And is there a confirmation number?
[AGENT][NEUTRAL] Um, so there's no call reference number. Um, you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] That's everything.
[AGENT][POSITIVE] All right, [PII], thanks for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye.