AccountId: 011433970860
ContactId: 73a36a42-b40f-425c-8fd2-fea639047fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149130 ms
Total Talk Time (AGENT): 42964 ms
Total Talk Time (CUSTOMER): 38061 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/73a36a42-b40f-425c-8fd2-fea639047fc6_20250501T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office to verify um coverage for a patient.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] 01731964ML8
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII] and that is [PII].
[AGENT][NEUTRAL] And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] It's gonna be rendered in an office setting, so I wanna make sure she has coverage for office services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Get that pulled up. Give me one moment. This is not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Um, plans effective [PII], it is currently active.
[AGENT][NEGATIVE] And getting that pulled up it's running just a bit slow.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Uh, it looks like for this policy.
[AGENT][NEGATIVE] You don't show any benefits for treatment in the office. It's just outpatient hospital, 2500 per calendar year.
[CUSTOMER][NEUTRAL] Only hospital.
[AGENT][NEUTRAL] Uh-huh, an ER.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get a reference number for the call please?
[AGENT][NEUTRAL] That's my name, [PII], uh, first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.