AccountId: 011433970860
ContactId: c53ed4ab-a35a-4f20-b716-ca5bf1da6f39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111050 ms
Total Talk Time (AGENT): 60326 ms
Total Talk Time (CUSTOMER): 33245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/c53ed4ab-a35a-4f20-b716-ca5bf1da6f39_20250207T16:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling to verify the eligibility and benefits of a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, ma'am. And what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 01823139. M as in Mike, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, I show his effective date is [PII]. He is active on the policy and what benefits are you needing for the patient?
[CUSTOMER][NEUTRAL] Um, outpatients.
[AGENT][NEUTRAL] Uh, patient. OK, let's see.
[AGENT][NEUTRAL] Uh, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. It helps with the primary insurance deductible, co-pay, and or co-insurance, and they have an outpatient benefit of up to $500 per calendar day.
[CUSTOMER][POSITIVE] Perfect. OK, perfect. OK. Can I get your name one more time and a reference number?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII] Uh we don't give reference numbers, but if you like, you may use my name at today's date. Excuse me.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You too. Thank you, bye-bye.
[AGENT][NEUTRAL] Mm bye.