AccountId: 011433970860
ContactId: 94159d95-f8fe-4f6f-bb5a-29ff47f17f64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105290 ms
Total Talk Time (AGENT): 55421 ms
Total Talk Time (CUSTOMER): 33881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/94159d95-f8fe-4f6f-bb5a-29ff47f17f64_20250310T17:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APM. How can I help you? This is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and I'm ready for that policy number please.
[CUSTOMER][NEUTRAL] It is 02595302 ML8.
[AGENT][NEUTRAL] Thank you very much, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you're calling for outpatient benefits for the member's see here. OK, I can help you with that. Give me one moment please.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] This policy shows effective as of [PII] and it shows that it is active for the member. I'm almost there with benefits. I apologize for that.
[CUSTOMER][NEUTRAL] It's OK
[AGENT][NEUTRAL] Thank you, would this be for an office setting or a facility charge?
[CUSTOMER][NEUTRAL] Facility charge.
[AGENT][NEUTRAL] OK, um, please note verification of benefits provided does not guarantee payment. We will pay up to $500 per calendar day for coverage services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect can I have a call reference number please?
[AGENT][NEUTRAL] We do not use call reference numbers, [PII]. You can use my name in today's date and my last initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling much call APL. You have a great one. Thank you.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.