AccountId: 011433970860
ContactId: 722d55e3-ca84-49d6-be32-20187fb8c81c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119830 ms
Total Talk Time (AGENT): 50682 ms
Total Talk Time (CUSTOMER): 35481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/722d55e3-ca84-49d6-be32-20187fb8c81c_20250108T16:43_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling on behalf of [PII], and I have a patient scheduled and I need to verify benefits.
[AGENT][NEUTRAL] OK, and so schedule for what type of service?
[CUSTOMER][NEUTRAL] Uh, outpatient ultrasound.
[AGENT][NEUTRAL] Outpatient, OK. And what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's pronounced [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], usually. Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So right, OK. And what's the policy, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be 021-754774.
[AGENT][NEUTRAL] And I get phone numbers to in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, but yes and Anla [PII].
[AGENT][NEUTRAL] Thank you for that information. Showing that the policy effective date is [PII]. Uh, the policy is active at this time and we're checking for outpatient, um, facil facility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do show the maximum outpatient benefit is up to $500.
[AGENT][NEUTRAL] Uh, that is per calendar day.
[AGENT][NEUTRAL] And this information is verification, not a guarantee of payment. And did you have any other questions I can help with today, [PII]?
[CUSTOMER][POSITIVE] Nothing else. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.