AccountId: 011433970860
ContactId: c253cf6a-734f-4695-bc4d-de1afb8b97d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137350 ms
Total Talk Time (AGENT): 79061 ms
Total Talk Time (CUSTOMER): 41239 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c253cf6a-734f-4695-bc4d-de1afb8b97d0_20250225T20:50_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I am calling to verify the insurance from one of my patients.
[AGENT][POSITIVE] It would be my pleasure to assist you with the verification. [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02377455.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII], and the date of birth for the patient is [PII].
[AGENT][POSITIVE] Thank you, and it would be my pleasure to assist you with that eligibility and benefits if needed. May, I'm showing that [PII]'s policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date
[AGENT][NEUTRAL] is [PII], and this is a secondary policy to her primary insurance.
[AGENT][NEUTRAL] Are you needing benefits also?
[CUSTOMER][NEUTRAL] Please, if I can get the benefits for outpatient.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that benefit. [PII] does have outpatient coverage. Let me get that benefit pulled up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Her benefit amount for outpatient coverage is $4250 and May that is a per calendar day benefit.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] If I can please get the call reference number?
[AGENT][NEUTRAL] It's going to be my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I greatly appreciate your help.
[AGENT][POSITIVE] It's my pleasure to assist you with those benefits. May I thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you have a wonderful day.
[AGENT][POSITIVE] Thank you. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.