AccountId: 011433970860
ContactId: ce54e026-8b70-4bc9-9216-e327b02752b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113489 ms
Total Talk Time (AGENT): 38192 ms
Total Talk Time (CUSTOMER): 43173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/ce54e026-8b70-4bc9-9216-e327b02752b7_20250516T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was wondering if you'd help me to verify coverage for a patient of ours.
[AGENT][POSITIVE] OK, sure. I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] that's not a direct line you'd have to ask the front desk to put you through to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a policy number for that patient?
[CUSTOMER][NEUTRAL] I do. I'm showing that as 0229.
[CUSTOMER][NEUTRAL] 2668.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] Showing [PII] Date of birth [PII].
[AGENT][NEUTRAL] Well, I've got the policy effective [PII]. It's currently active. And is this going to be for outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, specialist office.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Comes to us for monthly injections, but I have to verify coverage every month.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, so the actual office visits not covered, but treatment and procedures performed in office are covered up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, any reference number for our call?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, not that I know of. I appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.