AccountId: 011433970860
ContactId: ddf4c6f2-f3fe-4434-8a0c-6147b221c657
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118199 ms
Total Talk Time (AGENT): 62138 ms
Total Talk Time (CUSTOMER): 49676 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ddf4c6f2-f3fe-4434-8a0c-6147b221c657_20250610T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Good morning. Calling from urology specialty care calling to verify benefits for patients.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] It is 01912865 ML 8.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] Out outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to $250 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Perfect, may I have your name and a reference number please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it thank you very much for your help have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.