AccountId: 011433970860
ContactId: b8781071-6956-4b3d-8aca-94e7ef213095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96069 ms
Total Talk Time (AGENT): 52072 ms
Total Talk Time (CUSTOMER): 31591 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/b8781071-6956-4b3d-8aca-94e7ef213095_20241230T20:13_UTC.wav
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[CUSTOMER][NEUTRAL] Um, no, I think the next one.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I need to verify benefits for a patient, please.
[AGENT][POSITIVE] OK, [PII], I'm happy to check benefits today. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 01457241.
[AGENT][NEUTRAL] All right, thank you for that, [PII]. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. And then if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright thank you so much. So patient plan is active. The effective date on this is [PII].
[AGENT][NEUTRAL] Uh, we are the secondary insurance, so this will cover any deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] For dental or medical?
[AGENT][NEUTRAL] This is for medical. Are you looking for dental benefits? Sorry.
[CUSTOMER][POSITIVE] Yes, I'm sorry.
[AGENT][NEUTRAL] OK, let me see if I see a dental plan. One second.
[AGENT][NEUTRAL] All right, so I only show that this patient has a secondary med plan with us. I don't show any dental coverage.
[CUSTOMER][POSITIVE] OK perfect that's actually what I needed to know thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.