AccountId: 011433970860
ContactId: 795e44e8-637a-45e3-a831-15e0e10b1186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141820 ms
Total Talk Time (AGENT): 55211 ms
Total Talk Time (CUSTOMER): 51970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/795e44e8-637a-45e3-a831-15e0e10b1186_20250220T15:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm looking to verify um patient benefits, please.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. Give me one moment. Policy number is 02141808.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, please, for outpatient.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to the deductible co-pay or co-insurance, we'll pay up to $7900 per calendar year.
[CUSTOMER][NEUTRAL] OK. How much was that again? I'm so sorry, the maximum?
[AGENT][NEUTRAL] 7900.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and have they met any of them?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, 0 net. Thank you, [PII]. Can I have your last name, initial, and a reference number, please?
[AGENT][NEUTRAL] We do not have reference numbers. My last initial is [PII]
[CUSTOMER][POSITIVE] OK perfect no problem thank you so much I appreciate your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.