AccountId: 011433970860
ContactId: 8f76d3f6-8004-4a19-b569-a3e81dcff6ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112370 ms
Total Talk Time (AGENT): 54357 ms
Total Talk Time (CUSTOMER): 33099 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/8f76d3f6-8004-4a19-b569-a3e81dcff6ce_20250521T19:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Ined. How are you doing today?
[AGENT][NEUTRAL] I am fine, Ms. [PII], and yourself?
[CUSTOMER][NEUTRAL] Good. I just need to verify benefits and make sure that a patient is eligible for the plan still.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's 025871557.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, yeah, I'm showing her effective date is [PII]. She is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Um, outpatient surgery.
[AGENT][NEUTRAL] OK. Not a guarantee of payment, just verification of coverage. With this policy, we are secondary, we help with primary insurance, deductible, co-pay, and or co-insurance, and she has an outpatient benefit max up to $500 per calendar day.
[CUSTOMER][POSITIVE] Alrighty, thank you very much.
[AGENT][POSITIVE] Uh yes, ma'am. Thanks for calling APL and you have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you too uh bye bye.
[AGENT][NEUTRAL] Bye.