AccountId: 011433970860
ContactId: be525355-f93b-4bb7-9013-825dcf8efb1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176050 ms
Total Talk Time (AGENT): 86526 ms
Total Talk Time (CUSTOMER): 48440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/be525355-f93b-4bb7-9013-825dcf8efb1a_20250311T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Steinberg Diagnostic. I was just calling to verify benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, can I get your callback number, [PII], just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII] and what was your first name again? I'm so sorry.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, so the, um, I'll start easiest, the policy number is 02565.
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, you said that that policy number is 02565016?
[CUSTOMER][MIXED] Um, so it was right except for the last four it was 5106.
[AGENT][NEUTRAL] 5106. OK, let me look that up.
[AGENT][NEUTRAL] OK, I've got it pulled up. [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] And she has an inpatient benefit amount of $6000 per calendar year and then she also has an outpatient benefit amount of uh $3000 per calendar year.
[CUSTOMER][POSITIVE] Perfect and then can I also have a call reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] Alright well you have a wonderful day and have a and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm you too.