AccountId: 011433970860
ContactId: 95099612-3614-42ac-8016-34cc52de6c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128559 ms
Total Talk Time (AGENT): 44398 ms
Total Talk Time (CUSTOMER): 34976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/95099612-3614-42ac-8016-34cc52de6c65_20250131T20:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][POSITIVE] Hi, I'm calling to get benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And then I, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I have 01628291, M like Mary, L like Larry.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [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] Uh, outpatient.
[AGENT][NEUTRAL] And you show the outpatient.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Calendar year maximum is $6000.
[CUSTOMER][NEUTRAL] Have they used any of it?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, not this year.
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][NEGATIVE] Not this year, no.
[CUSTOMER][NEUTRAL] OK perfect is authorization required?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Can I have your name and a reference number, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Thank you for calling [PII] have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.