AccountId: 011433970860
ContactId: c28ddee6-62d0-46e7-8d12-4928660fb89d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236100 ms
Total Talk Time (AGENT): 76036 ms
Total Talk Time (CUSTOMER): 38397 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/c28ddee6-62d0-46e7-8d12-4928660fb89d_20250514T18:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. What's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you [PII]. uh, my calls are recorded for quality and training. Could you confirm outpatient coverage?
[AGENT][NEUTRAL] Sure, I can verify benefits for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yep, I have it as.
[CUSTOMER][NEUTRAL] 02483110
[AGENT][POSITIVE] Thank you. Give me one moment, please.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Give me one moment I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy. And what benefits were you needing?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not a guarantee of payment, just a verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance.
[AGENT][NEUTRAL] And the patient has an outpatient benefit max.
[AGENT][NEGATIVE] That pays up, that can't be right. Hold on, I'm sorry.
[AGENT][NEUTRAL] Showing
[AGENT][NEUTRAL] Weird amount. Let me pull up the plan. Give me one moment. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's a combined benefit max, um, showing the page has a benefit max up to $9100 per calendar year.
[CUSTOMER][POSITIVE] Excellent thank you very much, do you have a call reference number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK, great. Thank you. Have a good day.
[AGENT][POSITIVE] Uh, you too, and thank you for calling APL, Ms. [PII].