AccountId: 011433970860
ContactId: e8902d82-8574-4fc4-b212-16e616ddb81a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121120 ms
Total Talk Time (AGENT): 43809 ms
Total Talk Time (CUSTOMER): 44221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e8902d82-8574-4fc4-b212-16e616ddb81a_20250612T15:06_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am just calling to get benefits for a patient that is coming to an outpatient hospital.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII], if I can get a callback number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 1337104 M like Mike L like Lima 7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], um, [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].
[AGENT][NEUTRAL] And are you calling for you said outpatient? OK, I'm showing the outpatient calendar year maximum is $2500.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 2500. Has she used any of it or it's completely available?
[AGENT][NEUTRAL] Um, let me see one moment.
[AGENT][NEUTRAL] Um, she has not used any at all this year, so she has the full amount available.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. That is all. Do you have a actually, no, do you have a reference number for our call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Reference just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.