AccountId: 011433970860
ContactId: ce3b9131-e541-4050-bfed-9efb65a224dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219729 ms
Total Talk Time (AGENT): 64767 ms
Total Talk Time (CUSTOMER): 42908 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ce3b9131-e541-4050-bfed-9efb65a224dd_20250428T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was wanting to do an insurance verification on a patient of ours.
[AGENT][NEUTRAL] Yeah, of course. [PII], I can help you with eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is 02467413.
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, and the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] So it looks like this policy is currently active and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and then is there any kind of like accumulation or anything that I could get from you or is there any kind of specialist office visit benefits?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, just one second. Let me pull up their benefits really quick.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, this is not a guaranteed payment, it's just a verification of coverage. So it looks like they have treatment in office and that falls under their outpatient benefit max of $5000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Do you guys give out reference numbers for the calls or is it today's date?
[AGENT][NEUTRAL] Yeah, we give out reference numbers. So it would just be my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] Alright, [PII], that's all I need to verify today thank you.
[AGENT][POSITIVE] OK, yes, of course. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK, bye.