AccountId: 011433970860
ContactId: 889bc36f-8db1-4c2a-bb29-1b9cc1b08ac3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119790 ms
Total Talk Time (AGENT): 62149 ms
Total Talk Time (CUSTOMER): 45088 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/889bc36f-8db1-4c2a-bb29-1b9cc1b08ac3_20250110T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I was calling to verify um the patients um coverage.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02539831.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, thank you so much and can um what was your name again? I'm sorry.
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] last initial is [PII] like [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Is there a reference number I can get for this call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number um you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.