AccountId: 011433970860
ContactId: 8cdbf9dd-7f71-4280-89b8-67d83925811f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111129 ms
Total Talk Time (AGENT): 53801 ms
Total Talk Time (CUSTOMER): 36389 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/8cdbf9dd-7f71-4280-89b8-67d83925811f_20250106T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm looking to verify patient benefits, please.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] OK, I can assist with verification, [PII], thank you. May I have your call back number if we are disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][POSITIVE] Thank you so much, and may I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, policy number I have is 02145414 M for Mike L for Lima 8.
[AGENT][POSITIVE] OK, thank you so much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, and again I can help you with eligibility. She is the policy holder with an effective date of [PII], and this policy shows active.
[CUSTOMER][POSITIVE] Perfect. Could I have outpatient please?
[AGENT][NEUTRAL] Of course, one moment please.
[AGENT][NEUTRAL] Please note the verification of benefits provided does not guarantee payment. She has a benefit up to $8000 for covered services for the calendar year.
[CUSTOMER][NEUTRAL] OK, 8000 per year. Has anything been missed?
[AGENT][NEUTRAL] 8000 per year. Let me just check one moment.
[AGENT][NEUTRAL] [PII] nothing has been used for it this year.
[CUSTOMER][POSITIVE] OK perfect thank you [PII]. Can I have your last name initial and a reference number please?
[AGENT][NEUTRAL] You're welcome, [PII]. The last name initial is [PII]. We do not provide reference numbers. You can use my name in today's date and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.