AccountId: 011433970860
ContactId: ee8f2aaa-0dc9-47b1-a00d-5bffc02b73c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152270 ms
Total Talk Time (AGENT): 51059 ms
Total Talk Time (CUSTOMER): 63833 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/ee8f2aaa-0dc9-47b1-a00d-5bffc02b73c5_20250505T15:14_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have um [PII] with Lex Lexington Urgent Care. I'm trying to verify for a patient, [PII] on your policy 251.
[CUSTOMER][NEUTRAL] 8349.
[CUSTOMER][NEUTRAL] And we are verifying on the son, which is [PII], participant 3. She verified the date of birth there, uh, as well.
[AGENT][NEUTRAL] Alright, you can send over and what was her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hello [PII], how you doing? My name is [PII] and I'll be assisting you today.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright [PII], I just need to verify benefits on this patient.
[AGENT][NEUTRAL] For inpatient, outpatient office visits, what's the best service for [PII]?
[CUSTOMER][NEUTRAL] It it was out outpatient urgent care.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] this is bigger.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And let me pull this outpatient benefits. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] $6000 per calendar year and this is not a guaranteed benefit it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So like his inpatient and outpatient benefits are combined.
[CUSTOMER][NEUTRAL] And this is a supple.
[AGENT][NEUTRAL] Yes, this is the gap insurance.
[CUSTOMER][NEUTRAL] Yeah and this is supplemental.
[AGENT][NEUTRAL] Yes, ma'am. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, just the spelling of your first name?
[AGENT][NEUTRAL] [PII], and today's date is a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's all right. All right, thank you, [PII], have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well.
[CUSTOMER][NEUTRAL] Uh huh uh huh uh huh you too bye bye.
[AGENT][POSITIVE] Thanks bye.