AccountId: 011433970860
ContactId: e650d711-9520-4a14-ba29-59ae63a0fad1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176339 ms
Total Talk Time (AGENT): 70564 ms
Total Talk Time (CUSTOMER): 56758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e650d711-9520-4a14-ba29-59ae63a0fad1_20250616T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm just checking for um benefits for a patient to see if they're covered at 100%.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and [PII].
[AGENT][NEUTRAL] OK. And please spell your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I see group number but I don't see let me see plan.
[AGENT][NEUTRAL] Do you see a certificate number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's see if I see
[CUSTOMER][NEUTRAL] No insured coverage group number.
[CUSTOMER][NEUTRAL] Plan and then in hospital benefit and out uh patient benefit.
[AGENT][NEUTRAL] OK. What's the outpatient benefit number?
[CUSTOMER][NEUTRAL] But I don't
[CUSTOMER][NEUTRAL] OK it is 0259.
[CUSTOMER][NEUTRAL] 72
[CUSTOMER][NEUTRAL] 80
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK. And that's her policy number. Please verify her name and date of birth.
[CUSTOMER][NEUTRAL] Sorry, [PII] and date of birth is.
[CUSTOMER][NEUTRAL] See here
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of clients. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Yes, for an office visit, diagnostic center.
[AGENT][NEUTRAL] OK. Um, for services provided in office, we cover up to 3000 per calendar year and that's for the co-insurance and the deductible after the primary insurance process the claim.
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][NEUTRAL] OK and then what's the reference number for this call?
[AGENT][NEUTRAL] Um, so the reference number, you can use my name and today's date. My name is [PII]. Um, it's spelled [PII] Last initial is M like [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.