AccountId: 011433970860
ContactId: d1681ac5-2e8c-4de8-a8c7-442b3ccc354d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147350 ms
Total Talk Time (AGENT): 46136 ms
Total Talk Time (CUSTOMER): 57178 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d1681ac5-2e8c-4de8-a8c7-442b3ccc354d_20250603T15:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII] how are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, you said [PII] correct?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, [PII], quick, sorry for interrupting you today. I have a patient here today that's gonna have some sur is gonna have surgery here, um, and we're just, and I'm calling today to just verify her gap insurance.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. OK, um, first I'll need a good call back number for you.
[CUSTOMER][NEUTRAL] Whenever you're ready I have the patient's name and.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02560099 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] I do show the policy is currently active. Effective date is [PII], and you said this would be for outpatient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $6000.
[CUSTOMER][NEUTRAL] 6000 and how much has she used so far?
[AGENT][NEUTRAL] She has you.
[AGENT][NEUTRAL] $544 of that.
[CUSTOMER][NEUTRAL] 544.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] 544 correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Perfect. And what is your name? What is your first initial of your last name sorry?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Yes, a reference number.
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] This date perfect thank you so much thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Right