AccountId: 011433970860
ContactId: d96055ee-9c65-4653-8ee0-7c1c63f99989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114040 ms
Total Talk Time (AGENT): 55071 ms
Total Talk Time (CUSTOMER): 58651 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d96055ee-9c65-4653-8ee0-7c1c63f99989_20250221T20:02_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, well, he lives in Europe, so.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi I was calling to get um coverage and benefits for one of your members.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm sorry and your name?
[AGENT][NEUTRAL] [PII], last initial [PII] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, sure it is.
[CUSTOMER][NEUTRAL] 02538163
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I on the bike
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] It's like we need something different.
[AGENT][NEUTRAL] OK, um, she.
[AGENT][NEUTRAL] I'm showing the effective date of [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, we have
[AGENT][NEUTRAL] Policy is active and what benefits are needed for this patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, outpatient benefits please.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and I show that she has a benefit max of up to $250 per calendar day.
[CUSTOMER][NEUTRAL] time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, um, OK, no that's it then thank you so much for your help you have a wonderful day.
[AGENT][POSITIVE] Alright, you too, Miss [PII], and thanks for calling APL bye.
[CUSTOMER][POSITIVE] Thank you, thank you so much bye bye.