AccountId: 011433970860
ContactId: 72c7e8d3-c709-44fb-b0d8-02007ea9c268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119760 ms
Total Talk Time (AGENT): 61033 ms
Total Talk Time (CUSTOMER): 31892 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/72c7e8d3-c709-44fb-b0d8-02007ea9c268_20250313T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to um confirm my patients benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], and then the phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] It is going to be 02037625 ML8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you 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] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 7500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, has the patient used anything?
[AGENT][NEUTRAL] Um, so far, nothing's been used this year.
[CUSTOMER][NEUTRAL] Alrighty, may I have your name again? I'm sorry?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, the reference number is gonna be, um, your name and today's date.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect. Alrighty, thank you so much for your time I appreciate it.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too, thank you. Bye bye.
[AGENT][POSITIVE] Thanks.