AccountId: 011433970860
ContactId: b9a53dc7-6dd7-4cd3-8591-ec5c2ac8a7f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126459 ms
Total Talk Time (AGENT): 69398 ms
Total Talk Time (CUSTOMER): 38978 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b9a53dc7-6dd7-4cd3-8591-ec5c2ac8a7f1_20250318T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I'm calling from Back to Outpatient Services to get benefits for mutual patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely. The callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 1066602.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes. The patient's name is [PII] with a date of birth of [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And let's see, you say you need um benefits. Is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, for outpatient diagnostic.
[AGENT][NEUTRAL] OK. All right, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active and this is one of our secondary supplemental plan to the major medical. And this one has an outpatient maximum of $500 per occurrence.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I get a reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, please. You spelling your name.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help. You have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATO. Bye-bye, Mr.
[CUSTOMER][NEUTRAL] Bye bye.