AccountId: 011433970860
ContactId: 6e6dc267-c504-4388-acc4-af06c0e08759
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98500 ms
Total Talk Time (AGENT): 50669 ms
Total Talk Time (CUSTOMER): 38217 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6e6dc267-c504-4388-acc4-af06c0e08759_20250624T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, good afternoon. My name is [PII], and I need um to get benefits on a patient please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's
[CUSTOMER][NEUTRAL] Sure it's [PII] option 4.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, it is 01480308 ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] 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] Out outpatient, no, outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK great all right well thank you so much for your help I appreciate it you have a great rest of the day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. You have a great rest of your day as well. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.