AccountId: 011433970860
ContactId: 6aec06a9-5d2e-411e-a3c4-8a8626baa4b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125599 ms
Total Talk Time (AGENT): 65869 ms
Total Talk Time (CUSTOMER): 49531 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6aec06a9-5d2e-411e-a3c4-8a8626baa4b7_20250303T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, yes, I'm calling about benefits.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII] is my initial to the first, my last name. I'm sorry, and the phone number is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It is 02271382.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, I have [PII] and date of birth. I'm just trying to pull it up just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and 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] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $1000 per occurrence and every occurrence is every 90 days. We'll cover up to $1000 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's a limited plan, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right, and your name again please?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII] like [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, is there a call reference?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thanks.