AccountId: 011433970860
ContactId: d69f2a4c-b329-4b67-a093-a4281c7cace4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152360 ms
Total Talk Time (AGENT): 71880 ms
Total Talk Time (CUSTOMER): 32419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d69f2a4c-b329-4b67-a093-a4281c7cace4_20250117T18:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can you please give me your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you ma'am and then what is your patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number please?
[CUSTOMER][NEUTRAL] 1,458,880 ML 8
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary. This policy helps with deductible, co-pay, or co-insurance, and he has an inpatient benefit amount per calendar year of $2000. He also has an outpatient calendar year benefit amount of $2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Can I have a call reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I appreciate the help.
[AGENT][POSITIVE] [PII], I hope you have a wonderful weekend and thank you for calling APM.
[CUSTOMER][POSITIVE] Thank you likewise.