AccountId: 011433970860
ContactId: 925c16be-fdc6-4df5-8022-2d7632005d59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115779 ms
Total Talk Time (AGENT): 49688 ms
Total Talk Time (CUSTOMER): 41819 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/925c16be-fdc6-4df5-8022-2d7632005d59_20250501T18:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling to verify coverage.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Yeah bye.
[CUSTOMER][NEUTRAL] [PII], and may I have the first initial of your last name?
[AGENT][NEUTRAL] [PII] and [PII] if I can get a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02037625.
[CUSTOMER][NEUTRAL] Mary Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $7500.
[CUSTOMER][NEUTRAL] 7 has any of that been accrued?
[AGENT][NEUTRAL] Um, so far she has or he has used $1,375.14.
[CUSTOMER][NEUTRAL] 1,375 with 14 cents.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know. Is there a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Uh, no, no thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.