AccountId: 011433970860
ContactId: e246c4bb-7218-4ea1-acb7-c6d9eede1187
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91449 ms
Total Talk Time (AGENT): 38831 ms
Total Talk Time (CUSTOMER): 32698 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/e246c4bb-7218-4ea1-acb7-c6d9eede1187_20250418T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to see benefits for patients uh Gap Insurance, please.
[AGENT][NEUTRAL] OK, is this for service in an office or outpatient facility?
[CUSTOMER][NEUTRAL] An outpatient facility.
[AGENT][NEUTRAL] OK, your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII] The policy number is 01848596ML8.
[AGENT][NEUTRAL] Can I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, how do you spell your first name, Cat?
[CUSTOMER][NEUTRAL] CAT.
[AGENT][NEUTRAL] CAT. OK, thanks.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying. So we have the information for you. I'm showing an effective date of [PII]. Policy is active at this time and the maximum outpatient benefit.
[AGENT][NEUTRAL] It's up to $500 per calendar day.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment, and did you have any other questions, Cat?
[CUSTOMER][NEUTRAL] Um, no, I believe that was all I needed to know. Would there be a reference number or is it just the date and time?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.