AccountId: 011433970860
ContactId: 9cd92985-4a19-47b9-ab64-f8bbdc1cbc3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130288 ms
Total Talk Time (AGENT): 46758 ms
Total Talk Time (CUSTOMER): 62508 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/9cd92985-4a19-47b9-ab64-f8bbdc1cbc3b_20250411T17:40_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. I'm transferring [PII] at a provider's office. She needs to verify coverage for
[CUSTOMER][NEUTRAL] Uh, let me get the insured's name up.
[CUSTOMER][NEUTRAL] It's gonna be for [PII].
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] It's 02512.
[CUSTOMER][NEUTRAL] 895.
[AGENT][POSITIVE] OK, thank you so much I'm ready.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] This is [PII] with APL claims department. How are you?
[CUSTOMER][NEUTRAL] Good, [PII]. I hope you can help me. My name is [PII]. I'm calling from [PII] and I don't know if the lady that transferred you told you what I need and gave you all the information that I gave her.
[AGENT][NEUTRAL] Um, yes, for [PII].
[CUSTOMER][NEUTRAL] Correct, yes. So I just need the outpatient benefits for her.
[AGENT][NEUTRAL] OK, and what's the date of service? Oh, I, OK, please be advised for verification.
[CUSTOMER][NEUTRAL] [PII], [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].
[AGENT][NEUTRAL] And I do show for outpatient the per day maximum is $1500.
[CUSTOMER][NEUTRAL] So, it's up to 1500.
[AGENT][POSITIVE] That's correct, per day.
[CUSTOMER][NEUTRAL] Per day?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was effective when you said? July?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. All right. May I have your name and a call reference please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] You said [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], because you got cut off. OK, that's it. Thank you so much. You have a nice day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Right.