AccountId: 011433970860
ContactId: e5223ba7-ea77-44ab-8071-9a8e2e80f49f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172179 ms
Total Talk Time (AGENT): 80849 ms
Total Talk Time (CUSTOMER): 53502 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/e5223ba7-ea77-44ab-8071-9a8e2e80f49f_20250116T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to verify a patient's benefits for an upcoming procedure, um, try to confirm network status as well.
[AGENT][NEUTRAL] OK, I can help you with benefits and network. Uh, can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]. The call back there's no extension you can leave a voicemail. The number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Miss [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] 02566447
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII], and this is just to verify her coverage. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. It is a gap policy that helps with deductible, co-pay and co-insurance, and she has an.
[AGENT][NEUTRAL] Inpatient benefit amount per calendar year of $3000 and also an outpatient benefit amount of $3000.
[AGENT][NEUTRAL] There's no um network involved because we're not the major medical insurance, so she can use it anywhere she wants to.
[CUSTOMER][NEUTRAL] Perfect. Um, do you, so an authorization wouldn't be required. It's just gonna follow whatever primary follows.
[AGENT][POSITIVE] Exactly, yes, you got it.
[CUSTOMER][POSITIVE] Awesome. OK, and, uh, may I please have your name and a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am. My name is [PII] and you can use my name and today's date as your reference.
[CUSTOMER][POSITIVE] Awesome thank you so much have a wonderful day.
[AGENT][POSITIVE] You too you have a good one thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to our survey.
[CUSTOMER][NEUTRAL] Overall, how satisfied were you with the customer service experience during your call today?