AccountId: 011433970860
ContactId: e1ee75a5-3721-4f70-9f70-57267d30cacf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108790 ms
Total Talk Time (AGENT): 40990 ms
Total Talk Time (CUSTOMER): 63161 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e1ee75a5-3721-4f70-9f70-57267d30cacf_20250609T18:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm just calling to get the benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, uh, let me tell you the number, it's [PII] and my extension it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02443492 M as in Mary, L as in lion 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The patient is [PII] and the 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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] And you show the outpatient calendar year maximum is $6000.
[CUSTOMER][NEUTRAL] 6000. OK. And they met anything?
[AGENT][NEUTRAL] Um, they haven't used any benefits so far this year. They have the full amount available.
[CUSTOMER][POSITIVE] OK perfect OK that's what I need to know thank you so much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] By by by any chance do you have any reference call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as in Sam, and the date and time of the call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] have a great day.
[AGENT][POSITIVE] You too, thank you for calling APO.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm.