AccountId: 011433970860
ContactId: 790302b0-0249-43fb-9b4e-44dadf957fc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116360 ms
Total Talk Time (AGENT): 46123 ms
Total Talk Time (CUSTOMER): 68417 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/790302b0-0249-43fb-9b4e-44dadf957fc9_20250417T13:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from Pembroke Pink Imaging checking, um, benefits on a patient, so she, she's active.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII], and could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Sure. It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, Alder. And what's the policy number?
[CUSTOMER][NEUTRAL] Thank you. The policy number is 01943435 letter ML 8.
[AGENT][NEUTRAL] Thank you, could you verify the patient's name and date of birth that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits for outpatient services?
[CUSTOMER][NEUTRAL] Outpatient, yes, to see the max, what's effective date.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. She has outpatient benefits of $1000 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pa
[CUSTOMER][NEUTRAL] OK, has she met anything, [PII]?
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] Uh-huh. Uh per calendar date. OK, no, we don't need that. OK, OK, perfect. And then the only last, just the reference number should be your name and the date today, right?
[AGENT][NEUTRAL] Her benefits is per calendar day, yes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] The reference number? Alrighty, thank you so much you have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] I love
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Yeah.