AccountId: 011433970860
ContactId: d3b5214c-156c-4940-b221-4e0a8b02e485
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101699 ms
Total Talk Time (AGENT): 49312 ms
Total Talk Time (CUSTOMER): 44078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d3b5214c-156c-4940-b221-4e0a8b02e485_20250403T18:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is also [PII]. I'm calling from my provider's office. I need benefits on a patient please.
[AGENT][NEUTRAL] OK, well, I can assist you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh my phone number is [PII] policy is 01611878 ML8.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active, it's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK, I understand because the patient just have um uh have Medicare's primary. Will they cover any deductible or co-insurance from Medicare?
[AGENT][NEUTRAL] Um, no, our policy is not affiliated with Medicare, so we're second to UnitedHealthcare only and we pay towards the copay, deductible and co-insurance after primary.
[CUSTOMER][NEUTRAL] 00 OK.
[CUSTOMER][NEUTRAL] OK perfect and your name oh [PII]. OK, can I get a reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. You have a good day.
[AGENT][POSITIVE] Thank you, and you also
[CUSTOMER][POSITIVE] Thank