AccountId: 011433970860
ContactId: 7d706383-1b26-4cb2-bb62-66ace645eef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158990 ms
Total Talk Time (AGENT): 60445 ms
Total Talk Time (CUSTOMER): 68535 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7d706383-1b26-4cb2-bb62-66ace645eef5_20250404T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry you were breaking up. Who am I speaking with?
[AGENT][NEUTRAL] My name is [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Hi [PII] I'm calling because I need to verify um.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I need to verify um oh benefits benefits and eligibility for one of your members.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII] and your callback number?
[CUSTOMER][NEUTRAL] And I'm calling from the facility.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the policy number?
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] 02611439
[AGENT][NEUTRAL] OK. I have that as 02611439. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, I have [PII].
[AGENT][NEUTRAL] Thank you, and you're calling for outpatient benefits for facility. One moment please. Um, this policy shows effective as of [PII]. You're welcome, and it shows active. Give me one moment, get that pulled up for you for benefits.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And please note verification of benefits provided does not guarantee payment. We pay up to $6500 for the calendar year.
[CUSTOMER][NEUTRAL] 6500.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, and are there any accumulations so have they used up any yet?
[AGENT][NEUTRAL] Um, currently she has not used anything from that Max.
[CUSTOMER][POSITIVE] OK, alright, perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you said your um name is spelled [PII] and then [PII] for your last name initial?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Perfect and what is the reference number for this call?
[AGENT][NEUTRAL] OK. Last name initial is [PII]. It is my name and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, perfect, excellent thank you so much and I hope you have a great rest of your day and a wonderful weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You as well and thank you for calling ATL. Take care bye bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you bye bye.