AccountId: 011433970860
ContactId: e08b2e5a-7fac-45bb-9476-3aa35b551c70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232800 ms
Total Talk Time (AGENT): 54666 ms
Total Talk Time (CUSTOMER): 61252 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/e08b2e5a-7fac-45bb-9476-3aa35b551c70_20250418T13:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Carolina Women's Health. Um, I'm just calling to verify benefits for a patient.
[CUSTOMER][NEUTRAL] Give me just one second.
[AGENT][POSITIVE] Of course, I can help you with benefits today. Do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02481710.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your date of birth.
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Um [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and then [PII], what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] 864.
[CUSTOMER][NEUTRAL] 382 4000.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then is this for an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, while I'm checking in on this one if you'll just take a second to answer these in your I'll back to me so.
[CUSTOMER][POSITIVE] Alright, and they'll be with you shortly, OK.
[AGENT][NEUTRAL] OK, just one moment while I look into their policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] they
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so this is not a guaranteed payment, it's just a verification of coverage. It looks like their outpatient amount per visit is $75 and that's a maximum visit per calendar year per 5 adults.
[AGENT][NEUTRAL] Sorry, 5 per adult.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then was the effective date [PII]?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much for that.
[AGENT][POSITIVE] Yeah, of course. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] OK, thank you for calling APL and have a good day, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye.
[CUSTOMER][NEUTRAL] Bye.