AccountId: 011433970860
ContactId: a99343f9-5613-455b-9198-32616f241bfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128919 ms
Total Talk Time (AGENT): 71759 ms
Total Talk Time (CUSTOMER): 37609 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/a99343f9-5613-455b-9198-32616f241bfd_20250414T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I want to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with the benefits on a patient. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Renaissance Specialty Surgery. My phone number is [PII].
[AGENT][POSITIVE] OK, thank you very much. And you spell, can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, thank you. I appreciate that. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII]. Policy number 02220053.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is active. Um, the effective date is [PII], and this is just to verify her benefits. It's not a guarantee of payment. This is a supplemental insurance policy that helps with deductible, co-pay, and co-insurance. She has an inpatient calendar year benefit amount of $2550.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then she also has an outpatient calendar year benefit amount of $2550.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Got it thank you so much. Can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date. Is that all I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well thank you good bye.
[AGENT][NEUTRAL] Bye bye.