AccountId: 011433970860
ContactId: ee32c029-b83d-47fd-af0e-f85f3e8219a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145699 ms
Total Talk Time (AGENT): 72069 ms
Total Talk Time (CUSTOMER): 42109 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/ee32c029-b83d-47fd-af0e-f85f3e8219a7_20250115T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. My name is [PII], and I'm calling from a provider's office. I wanted to verify patients benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits and you said your name was [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII], it's spelled [PII].
[AGENT][POSITIVE] OK, thank you for helping me spell that name. I appreciate it. I like your name. What is your um call? You're welcome. What is your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the patient's policy number, please?
[CUSTOMER][NEUTRAL] 02158741 ML 8.
[AGENT][NEUTRAL] OK, let me pull in the policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. Do you have a supplemental insurance policy that helps with deductible, co-pay and co-insurance?
[AGENT][NEUTRAL] Her inpatient benefit amount per calendar year is $4000 and her outpatient benefit per calendar day is $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Calendar day alrighty and then can I just get a reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty [PII] thank you so much for your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. You have a blessed day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye-bye.