AccountId: 011433970860
ContactId: 87ab5e47-cf03-4710-a22c-9c6e9c7dee14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 710119 ms
Total Talk Time (AGENT): 104510 ms
Total Talk Time (CUSTOMER): 68776 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/87ab5e47-cf03-4710-a22c-9c6e9c7dee14_20250214T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from South 4 D&T Associates. I am calling to verify if, uh, patients of the rental plan will cover, um, for speech therapy services.
[AGENT][NEUTRAL] OK, uh, can I please get, uh, your name again when you.
[CUSTOMER][NEUTRAL] I'm sorry, you're breaking up just a little bit um my first name's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Then what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And what is your first?
[CUSTOMER][NEUTRAL] Date of birth will be [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] Policy number will be 15494.
[AGENT][NEUTRAL] OK, do you see number that looks like a um group number?
[CUSTOMER][NEUTRAL] OK, did she switched it around, so I have the other one, which this one might be it it's 148.
[CUSTOMER][NEUTRAL] 0315 ML 8.
[AGENT][POSITIVE] Yeah sounds good.
[CUSTOMER][POSITIVE] OK beautiful.
[AGENT][NEUTRAL] Let me look that number real quick.
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy or effective date [PII].
[AGENT][NEUTRAL] This is just to verify her coverage, not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and coins.
[AGENT][NEUTRAL] She has an inpatient benefit amount $4000 per calendar year and outpatient amount per day of $500 and let me see if it works for speech therapy is what you said.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I'm gonna pull up the policy real quick and read it and see if it mentions anything about speech therapy.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull this policy in and I'll be right back.
[CUSTOMER][POSITIVE] OK, take your time thank you.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I, it's she is my computer decided just been 4 minutes. I apologize.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up just a little bit in and out. I couldn't understand what you're saying.
[AGENT][NEUTRAL] I said I haven't forgot about you just my computer has decided just to send for a minute.
[CUSTOMER][POSITIVE] Oh yeah, no worries.
[AGENT][NEUTRAL] OK, I just wanna let you know I'm gonna put you back on hold again.
[CUSTOMER][POSITIVE] Thank you. I
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.