AccountId: 011433970860
ContactId: 81c61b33-e0fa-4774-9283-b26c6ba5da8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110379 ms
Total Talk Time (AGENT): 44227 ms
Total Talk Time (CUSTOMER): 45761 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/81c61b33-e0fa-4774-9283-b26c6ba5da8d_20250609T16:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling to verify our patient's benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]. There is no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02544954.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for outpatient, the calendar year maximum is $1250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any accumulation?
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] No, she hasn't used any she has the full amount available.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And can I have the first initial of your last name?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] That was it. And can I have a reference for the call?
[AGENT][NEUTRAL] Reference is just my name at today's date and time.
[CUSTOMER][NEUTRAL] And you said today's date and time, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Um, we're central, it's [PII].
[CUSTOMER][NEUTRAL] Is that the same?
[CUSTOMER][POSITIVE] [PII]. OK. All right. OK, no problem. Thank you. I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye mhm.
[AGENT][NEUTRAL] Mhm.