AccountId: 011433970860
ContactId: 9cdf78d6-8907-44dc-a2c1-defe8e3e82f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126940 ms
Total Talk Time (AGENT): 51591 ms
Total Talk Time (CUSTOMER): 61082 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9cdf78d6-8907-44dc-a2c1-defe8e3e82f1_20250625T14:48_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, can you spell your name?
[AGENT][NEUTRAL] Of course, [PII].
[CUSTOMER][NEUTRAL] Hi, thank you. My name is [PII]. I'm checking to see if a patient's active and I wanna know her max uh if she's met anything.
[AGENT][POSITIVE] Sure, happy to assist you with that. Could you provide me with the spelling of your name and the callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my phone number here is [PII] and it's Pembroke Pink imaging.
[AGENT][NEUTRAL] Thank you, I'll do. Can I have that policy number of the member?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, it's 02608043.
[AGENT][NEUTRAL] And what is that member's name and date of birth?
[CUSTOMER][POSITIVE] Held up for the thing.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits correct?
[CUSTOMER][NEUTRAL] Outpatient correct breast ultrasound.
[AGENT][NEUTRAL] This member's policy has acted.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK active.
[AGENT][POSITIVE] She has outpatient benefits.
[AGENT][NEUTRAL] Of $750 per calendar day and this is not a guaranteed benefits just a disclaimer of the policy's coverage outer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And then of course she hasn't met anything uh just the reference number and that's it.
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can feel free to use my name in today's date as a reference. Yes.
[CUSTOMER][NEUTRAL] Your name
[CUSTOMER][POSITIVE] Um, very good, thank you so much. Have a wonderful day, OK?
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well, I'll do. Goodbye.
[CUSTOMER][POSITIVE] Bye my love.
[CUSTOMER][NEUTRAL] You too, bye.