AccountId: 011433970860
ContactId: e511969c-2854-4adf-b839-b97fe93371f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122940 ms
Total Talk Time (AGENT): 43945 ms
Total Talk Time (CUSTOMER): 56332 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/e511969c-2854-4adf-b839-b97fe93371f3_20250508T21:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Park and Imaging. I just needed to check and verify a gap insurance is still active and that it would cover the member's copay, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][POSITIVE] No problem. It's [PII] area [PII] [PII].
[AGENT][NEUTRAL] OK. And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number for the member is.
[CUSTOMER][NEUTRAL] Hm, it's a weird one, but 02027756 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. 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].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And you said this was for outpatient? I'm showing the outpatient calendar your maximum is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we're.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] $6500.
[CUSTOMER][NEUTRAL] OK, has she used any of that?
[AGENT][NEUTRAL] Um, she has used.
[CUSTOMER][NEUTRAL] I mean, basically, does she have anything left reminding.
[AGENT][NEUTRAL] Yes, because she's only used $849.22 of that.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. Is there a call reference number or a confirmation number I can get?
[AGENT][NEUTRAL] It's just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] And today. Perfect. Just have a wonderful day.
[AGENT][POSITIVE] Thank you for calling ATL. You do the same.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Right.