AccountId: 011433970860
ContactId: 6fc27ce7-47a6-41a2-80a5-abdcb55e2cac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110790 ms
Total Talk Time (AGENT): 56389 ms
Total Talk Time (CUSTOMER): 38645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/6fc27ce7-47a6-41a2-80a5-abdcb55e2cac_20250407T12:18_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, my name is [PII]. I'm trying to verify benefits one of the, uh, patients if you can help me out, please.
[AGENT][NEUTRAL] OK, I can assist you. Is this for service in an office or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. It is.
[CUSTOMER][NEUTRAL] It is 016.
[CUSTOMER][NEUTRAL] 78796 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That is gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][NEUTRAL] Alright, well, [PII], thank you for verifying that information for me. I'm showing an effective date of [PII]. This policy is active at this time, and I'm showing the maximum outpatient benefit of up to $3000 that is per calendar year and any information provided is verification, not a guarantee of payment. I'll check to see if any of the benefit has been used at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] And did you have any other questions while I look up this information?
[CUSTOMER][NEUTRAL] Um, no, that's pretty much what I'm looking for.
[AGENT][NEUTRAL] Alright, I do not show any of the benefit used today and is there anything else I could help you out with today?
[CUSTOMER][NEUTRAL] Uh, would I be able to get a reference number for this call, please?
[AGENT][NEUTRAL] It's gonna be my name in today's date, [PII] and then the first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh great thank you so much [PII] I really appreciate it.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Likewise thank you bye.