AccountId: 011433970860
ContactId: bc51d9af-e877-4a2a-9c15-e8d5df548cd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132960 ms
Total Talk Time (AGENT): 82806 ms
Total Talk Time (CUSTOMER): 37669 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/2025/01/10/bc51d9af-e877-4a2a-9c15-e8d5df548cd3_20250110T13:54_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling with a provider's office. I need benefit information on a patient that's gonna have surgery.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits today. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02295815 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you, and you were needing outpatient benefit for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I can certainly help you with that. I'm showing that her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] Now this is a secondary policy to her primary insurance and she does have outpatient coverage up to $3500. That is a per calendar year benefit, and if you would please note that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Has she used anything like that anything has been applied to it or still in full?
[AGENT][NEUTRAL] Let me just verify as of right now she has the full benefit remaining for [PII] at this moment.
[CUSTOMER][POSITIVE] Perfect. Can I get a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII], first initial last name [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII], for your help. I really appreciate it.
[AGENT][POSITIVE] Oh, it's my pleasure to assist you with those benefits today, [PII]. Thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.