AccountId: 011433970860
ContactId: 9dbc7ab6-d2f1-4443-a2c8-00bae4217f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109440 ms
Total Talk Time (AGENT): 55234 ms
Total Talk Time (CUSTOMER): 31199 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/9dbc7ab6-d2f1-4443-a2c8-00bae4217f44_20250306T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, Miss [PII]. I needed to verify an insurance for a patient.
[AGENT][POSITIVE] OK. Happy to check on benefits. Do you have their policy number?
[CUSTOMER][NEUTRAL] 02212589.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] If you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. So, patient is active. The effective date is [PII].
[AGENT][NEUTRAL] We are the members' secondary insurance, so this would cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, is it a PPO or an HMO plant?
[AGENT][NEUTRAL] Um, this is their secondary, so it's not like an HMO PTO or anything like that. It's gonna follow their primary.
[AGENT][NEUTRAL] It does have a benefit max for like outpatient which is 25,550, excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right and.
[CUSTOMER][NEUTRAL] That's all I needed. I think it is an effect and it is secondary.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, is there a reference number for today's call?
[AGENT][NEUTRAL] Absolutely. That would be my name with my last initials in today's date. My name again is [PII], that's [PII] Last initial [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much have a good rest of your day.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.