AccountId: 011433970860
ContactId: aa75d10b-9479-400b-8490-d34081957bd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118459 ms
Total Talk Time (AGENT): 64855 ms
Total Talk Time (CUSTOMER): 34064 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/aa75d10b-9479-400b-8490-d34081957bd0_20250506T12:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Um, and what's the policy number, please?
[CUSTOMER][NEUTRAL] 940982.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes declined.
[CUSTOMER][NEUTRAL] OK, and has he used any of that up this year?
[AGENT][NEUTRAL] Um, so far he hasn't used any this year.
[CUSTOMER][NEUTRAL] No? OK, perfect. Can I have a call reference number please?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much [PII].
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mm, thank you.