AccountId: 011433970860
ContactId: 9465d3ee-4a6b-4ada-90d5-96976a751520
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139850 ms
Total Talk Time (AGENT): 43021 ms
Total Talk Time (CUSTOMER): 58888 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9465d3ee-4a6b-4ada-90d5-96976a751520_20250624T15:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm calling from a provider's office just to verify some benefits for a member, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 025 A. 1434 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information and what's the date of service?
[CUSTOMER][NEUTRAL] This will be for [PII].
[AGENT][NEUTRAL] 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 is this for inpatient or outpatient?
[CUSTOMER][NEUTRAL] This will be for our patient. He's coming for an allergy testing, and I would like to know if the, if they cover the allergy testing, the doctor will cover insurance from the primary.
[AGENT][NEUTRAL] Correct, um, it would be under the outpatient per day maximum of $250.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Up to $250 per day.
[AGENT][POSITIVE] Per day, that's correct.
[CUSTOMER][NEUTRAL] OK, and this would include the, the allergy testing, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so much. OK, [PII], yeah, that will be all. Do you have a reference?
[AGENT][NEUTRAL] Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] A reference number, please.
[AGENT][NEUTRAL] Re
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Have a nice day, OK?
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.