AccountId: 011433970860
ContactId: cb265305-321a-4e16-9568-d3f44bfe3601
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97220 ms
Total Talk Time (AGENT): 39530 ms
Total Talk Time (CUSTOMER): 39341 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/cb265305-321a-4e16-9568-d3f44bfe3601_20250128T15:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 250-2546.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Martinez, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Impatient, I mean, sorry, outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $2500.
[CUSTOMER][NEUTRAL] 2500 and remaining.
[CUSTOMER][NEUTRAL] Or have they used anything?
[AGENT][NEUTRAL] Not for this calendar year, no, they have the full amount available.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Is there a reference number for the call?
[AGENT][NEUTRAL] Reference would just be my name and today's date and time. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No thank you so much have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.