AccountId: 011433970860
ContactId: d540ecfa-d4a8-489e-a2fb-bc79a8590a07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105449 ms
Total Talk Time (AGENT): 44729 ms
Total Talk Time (CUSTOMER): 37161 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/d540ecfa-d4a8-489e-a2fb-bc79a8590a07_20250324T15:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify um outpatient benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII] last initial is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 022 03936 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. 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. I do show the policy is currently active. Effective date is [PII]. And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar, your maximum is $6000.
[CUSTOMER][NEUTRAL] OK. And is anything um been accumulated?
[AGENT][NEUTRAL] She's only used $371.98 of that $6000.
[CUSTOMER][NEUTRAL] 371 98. OK, perfect. And if I could just have your last initial and a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] OK.