AccountId: 011433970860
ContactId: 95e71272-41a7-4a07-be97-e63c471177d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250899 ms
Total Talk Time (AGENT): 100358 ms
Total Talk Time (CUSTOMER): 62047 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/95e71272-41a7-4a07-be97-e63c471177d8_20250313T13:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] I'm calling to get benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEGATIVE] My name is [PII]. There's something wrong with your connection. It's, it's not.
[CUSTOMER][NEGATIVE] It's not clear like it cuts in and out.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, uh, if you don't mind, let me just go ahead and put it in and out again just to see if that will fix the problem. OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hello, Miss [PII], can you hear me better?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][POSITIVE] OK, perfect. OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and you're calling from which facility for my notation? What's the name?
[CUSTOMER][NEUTRAL] OK, so it's kind of back. Um, did you ask me for the patient's name?
[AGENT][NEUTRAL] No, I need um the name of the facility you're calling from and uh and the policy number.
[CUSTOMER][NEUTRAL] Oh, diagnostic center.
[CUSTOMER][NEUTRAL] The diagnostic center of [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII] and the policy number of the patient?
[CUSTOMER][NEUTRAL] 01617104ML8
[AGENT][NEUTRAL] OK thank you and what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, so you say you need benefits, so it's gonna be outpatient benefit for diagnostics?
[CUSTOMER][NEUTRAL] Uh, outpatient benefits for diagnostics, yes.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And we have an outpatient maximum of 2000 per person per calendar year.
[CUSTOMER][NEUTRAL] 2000. OK, and has she used any of her 2000?
[AGENT][NEUTRAL] I can check. Let's see.
[AGENT][NEUTRAL] As of today, she has not used her benefits for [PII], so she still have the full amount available.
[CUSTOMER][NEUTRAL] OK. And your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK and um your oh no no that was it OK oh can you tell me when this plan became effective? I'm sorry.
[AGENT][NEUTRAL] Oh sure, yes, I can do that. Bear with just a second. Let me just go back to that page. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So the effective date of the policy is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a good day, ma'am.
[AGENT][NEUTRAL] Your phone. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yeah