AccountId: 011433970860
ContactId: afbc881d-8f1b-4feb-bdcb-f5ee9cbe75a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88599 ms
Total Talk Time (AGENT): 40601 ms
Total Talk Time (CUSTOMER): 31072 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/afbc881d-8f1b-4feb-bdcb-f5ee9cbe75a9_20250321T19:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from South Florida Diagnostic imaging. Um, I just need, uh, benefits for a patient please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today I need if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] 02563208 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Uh date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. 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]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $6000.
[CUSTOMER][NEUTRAL] Any accumulation.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] No, she hasn't used any benefits. She has a full amount available.
[CUSTOMER][POSITIVE] OK perfect thank you uh can I have a reference number 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 could assist with today?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] Thank you for calling AP