AccountId: 011433970860
ContactId: ce82188a-9b77-4944-8b6d-0d17357e42c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101199 ms
Total Talk Time (AGENT): 48532 ms
Total Talk Time (CUSTOMER): 29055 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ce82188a-9b77-4944-8b6d-0d17357e42c8_20250226T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] That is 02064066.
[AGENT][POSITIVE] Thank you. And if I could just grab your first name, please?
[CUSTOMER][NEUTRAL] [PII], last initial is [PII].
[AGENT][NEUTRAL] Thanks [PII]. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. Effective date is [PII]. We're the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary doesn't.
[CUSTOMER][NEUTRAL] OK. Does she have any um any benefits for outpatient um surgery?
[AGENT][NEUTRAL] Let's take a look here.
[AGENT][NEUTRAL] So it looks like the outpatient benefit max is gonna be per occurrence, so that would be per treatment of $500.
[CUSTOMER][NEUTRAL] OK, perfect. And if I could just have your last initial and a reference number?
[AGENT][NEUTRAL] Absolutely last initial is [PII], and that is the call reference my name with my last initial and then just today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your assistance. I hope you have a great day.
[AGENT][NEUTRAL] You too, [PII]. Bye.