AccountId: 011433970860
ContactId: 72a8c02f-2e72-4aa3-9769-d17d9a9a027d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126529 ms
Total Talk Time (AGENT): 52098 ms
Total Talk Time (CUSTOMER): 48956 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/72a8c02f-2e72-4aa3-9769-d17d9a9a027d_20250514T18:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify um benefits for a patient.
[AGENT][NEUTRAL] OK, well I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] family
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02502659.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Uh, her name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII]. She is active on the policy. And what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] Uh, it's a specialist office station.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification of coverage for a specialist visit.
[AGENT][NEUTRAL] Uh, the max payable is up to $50 per visit and they have a total of 4 visits per year.
[CUSTOMER][NEUTRAL] Can you let me know how many has she used from those?
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] I don't show she's used any, so they are available.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And um what is your name?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] Uh, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much mm bye bye.
[AGENT][POSITIVE] Uh yes ma'am, thank you for calling ATL bye.
[CUSTOMER][NEUTRAL] Mm.