AccountId: 011433970860
ContactId: c479e20b-30a6-45c4-9839-1789775f84d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135960 ms
Total Talk Time (AGENT): 61705 ms
Total Talk Time (CUSTOMER): 55032 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c479e20b-30a6-45c4-9839-1789775f84d3_20250108T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, sir. How are you doing? Uh, I wanted to verify a patient's, uh, benefits.
[AGENT][NEUTRAL] OK, I'm happy to verify benefits today. Uh, what is the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is gonna be 2454926.
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and callback number will be [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and the date of birth is gonna be [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on here is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay and co-insurance of Mary does not.
[CUSTOMER][NEUTRAL] OK. Oh, so it, it covers uh anything that the primary doesn't. There's no limits?
[AGENT][NEUTRAL] Uh, there is a limit. Uh, are we looking for outpatient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yes, so it would be uh for physical therapy performed in an outpatient hospital setting.
[AGENT][NEUTRAL] OK, so yeah, it looks like the outpatient calendar year max is going to be 3500.
[CUSTOMER][NEUTRAL] 3500. OK, and I'm guessing uh this, this, uh, just refreshed in January, right? So they have all, all the all the balance remaining?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, exactly. It's a calendar year plan. Uh-huh.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK and uh last thing I need would just be a reference number for the call.
[AGENT][NEUTRAL] No problem. Call reference is going to be my name with my last initial and today's date. My name again is [PII], that's [PII] Last initial to my name is going to be [PII].
[CUSTOMER][POSITIVE] OK, OK, got it, thank you so much for your help, sir. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Like