AccountId: 011433970860
ContactId: 8645fa74-89e2-4e90-ba2e-925338e779cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108360 ms
Total Talk Time (AGENT): 45959 ms
Total Talk Time (CUSTOMER): 38031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/8645fa74-89e2-4e90-ba2e-925338e779cb_20250613T14:33_UTC.wav
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[AGENT][NEUTRAL] ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify benefits for your patient.
[AGENT][NEUTRAL] OK, [PII]. Happy to check benefits. What is the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 01960246 the letter M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] Thank you. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do we have date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. The effective date on here is going to be [PII].
[CUSTOMER][NEUTRAL] OK. And is there a benefit? How much does um APL pay um for in, in gap insurance?
[AGENT][NEUTRAL] Yeah, so their outpatient benefit max on their plan is a calendar day and that limit is $200. The inpatient benefit max on this plan is $2500 and that is a calendar year.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so much for that. May I have the first initial to your last name and a call reference number?
[AGENT][NEUTRAL] Absolutely, [PII]. First initial to my last name is [PII]. Call reference is my name with my initial and then today's date.
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][POSITIVE] You're welcome you too bye bye.
[CUSTOMER][NEUTRAL] OK