AccountId: 011433970860
ContactId: e784624b-7016-4284-abc8-c7aa0cf906a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117050 ms
Total Talk Time (AGENT): 67057 ms
Total Talk Time (CUSTOMER): 33359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e784624b-7016-4284-abc8-c7aa0cf906a6_20250325T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling for Benefice please.
[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] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 246-5563.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you again and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient, an office visit.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to $500 per day and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] Got it. OK, and can you give me the spelling of your name and the reference number please?
[AGENT][NEUTRAL] Um, yes, the reference number is my name and today's date. Um, my name is [PII]. It's spelled [PII] and my last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, Ms. [PII], thank you and have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.