AccountId: 011433970860
ContactId: bcc0dd6c-935e-4eb1-b4e0-4c6a32a2fd95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102139 ms
Total Talk Time (AGENT): 38859 ms
Total Talk Time (CUSTOMER): 40729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/bcc0dd6c-935e-4eb1-b4e0-4c6a32a2fd95_20250613T17:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for any benefits on a patient please.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] And you said if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is hold on sorry.
[CUSTOMER][NEUTRAL] 02503116 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Add the per day maximum for outpatient is $1000.
[CUSTOMER][POSITIVE] Pretty.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Per day max.
[CUSTOMER][NEUTRAL] OK, can I have, um, no office is required, right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, OK, [PII], can I have a reference number for our call?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Perfect thank you so much.
[CUSTOMER][POSITIVE] No, that's all thank you for your help have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.