AccountId: 011433970860
ContactId: 93a9d68c-6362-4ecd-aa7a-947cb18b5f34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124669 ms
Total Talk Time (AGENT): 51928 ms
Total Talk Time (CUSTOMER): 49548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/93a9d68c-6362-4ecd-aa7a-947cb18b5f34_20250421T15:22_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name's [PII]. I'm calling from a doctor's office to verify benefits for a patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with that [PII]. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 025652227
[AGENT][NEUTRAL] What is this member's name and date of birth that you're calling to verify benefits for today, [PII]?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, she's scheduled to have an, uh, ambulatory surgery center. It's outpatient surgery.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. She has outpatient benefits of $1500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Has she used any of that 1500 yet this year?
[AGENT][NEUTRAL] She used $100 of her $1500.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your first name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] with a
[CUSTOMER][NEUTRAL] And [PII], may I get a reference number, please?
[AGENT][NEUTRAL] We don't provide those. You can use my name in today's date as a reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That real estate
[CUSTOMER][NEUTRAL] And the first
[CUSTOMER][NEUTRAL] No thanks. Can I get the first initial to your last?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help. I hope you have a great rest of the day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] Thanks. Bye-bye.