AccountId: 011433970860
ContactId: d203c733-88e6-46af-99ce-07ea970c293c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124540 ms
Total Talk Time (AGENT): 42198 ms
Total Talk Time (CUSTOMER): 33151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d203c733-88e6-46af-99ce-07ea970c293c_20250623T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from Axner Urology. I was calling to verify benefits for a patient.
[AGENT][NEUTRAL] Hi, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] Sure. It's 02135059.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, it looks like the policy is active and effective [PII].
[AGENT][NEUTRAL] And did you say benefits you needed?
[CUSTOMER][POSITIVE] Yeah, that's what I needed.
[AGENT][NEUTRAL] Outpatient benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, not a guarantee of payment, basic outline of the policy. Let me get that pulled up real quick, one moment.
[AGENT][NEUTRAL] For their outpatient benefits, they have a $6000 per covered person per calendar year benefit.
[AGENT][NEUTRAL] There is a $100 deductible that has to be met before we will pay up to that amount.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I have a phone uh reference number to this phone call?
[AGENT][NEUTRAL] The reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][NEUTRAL] No, just that
[AGENT][POSITIVE] OK thanks for calling [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you.