AccountId: 011433970860
ContactId: cfc4e48b-86a4-45a4-8de8-5b1edaf16ce1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116830 ms
Total Talk Time (AGENT): 59557 ms
Total Talk Time (CUSTOMER): 44312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/cfc4e48b-86a4-45a4-8de8-5b1edaf16ce1_20250210T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Uh, my name is [PII]. I'm calling from Diagnostic Center of Miami. How are you doing today?
[AGENT][NEUTRAL] I'm fine, Ms. [PII], and yourself?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. Can I verify benefits and eligibility for one of my patients, please?
[AGENT][NEUTRAL] Sure, I can verify benefits and eligibility for you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] 01822536 M. like Mary L like Larry and the number 8 at the end.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII] option 4.
[AGENT][NEUTRAL] Option 4.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] My name is [PII] and last name [PII] [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII]. Policy is active, and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Outpatient benefits for diagnostic test.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with major medicals, deductible, co-pay, and or co-insurance, and she has an outpatient benefit that pays up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per calendar day. OK, may I have your reference number for this call, please.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Your name is [PII]?
[AGENT][NEUTRAL] Mhm. Last initial [PII]
[CUSTOMER][POSITIVE] Alright perfect thank you you have a wonderful day bye bye thank you.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.