AccountId: 011433970860
ContactId: 9493225c-52ed-4c67-ab29-ed2d6fd9debb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152940 ms
Total Talk Time (AGENT): 76951 ms
Total Talk Time (CUSTOMER): 60068 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9493225c-52ed-4c67-ab29-ed2d6fd9debb_20250130T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial is 8. I am calling um to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you for with benefits and eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] with a direct extension of [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth? I'm sorry, what's the policy number first? I better get it pulled up.
[CUSTOMER][NEUTRAL] It is 02356109.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what type of benefits are you needing for [PII]?
[CUSTOMER][NEUTRAL] Um, so we have her primary insurance, um, and she gave us this is her secondary, um, she's having outpatient surgical procedure done.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I can help you with that benefit. Now, [PII]'s policy is active as a 7-12023, and she is correct. This is her secondary policy to her major medical coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she does have outpatient coverage up to $1500. That is a per calendar year benefit.
[AGENT][NEUTRAL] And if you would please note that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] She's not used that benefit yet for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, let's see, so I think that's really all I need um do you give call reference numbers?
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial, last name, [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that breakdown. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.