AccountId: 011433970860
ContactId: 701392a1-79b9-4d27-8255-7c9e123c01e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125540 ms
Total Talk Time (AGENT): 68461 ms
Total Talk Time (CUSTOMER): 46247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/701392a1-79b9-4d27-8255-7c9e123c01e9_20250609T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling from provider office. I'm trying to confirm patients benefits remaining benefits.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, could I get your name and a good callback number first?
[CUSTOMER][NEUTRAL] Yes, first name [PII], last initial [PII] Phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, the patient policy number is 02513166.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Name is [PII], last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] 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] We're outpatient
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we're aberatory service center.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 7350 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim and she has that full amount um available. She hasn't used any this year.
[CUSTOMER][NEUTRAL] She doesn't use any this year. OK, perfect. Can I have a reference number please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name in today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] It would be [PII].
[CUSTOMER][POSITIVE] That'll be all thank you so much for your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you