AccountId: 011433970860
ContactId: f677510f-6984-4b34-b2c5-c08af88ae362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129330 ms
Total Talk Time (AGENT): 43547 ms
Total Talk Time (CUSTOMER): 57987 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/f677510f-6984-4b34-b2c5-c08af88ae362_20250320T21:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon, [PII]. Uh, my name is [PII], and I'm calling from Baptista Patient Center. Uh, I'm calling to verify if a patient has, um, benefits.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] A amount available to use for this visit today is outpatient services.
[AGENT][POSITIVE] I'll be happy to assist with benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 331596 M as Maria L 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is [PII] and the last name [PII]. And the date of birth uh is [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]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's gonna be for our patients.
[AGENT][NEUTRAL] I'm showing the outpatient calendar year maximum is $3200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have anything available for you for today's visit?
[AGENT][POSITIVE] Yes, she has the full amount available.
[CUSTOMER][POSITIVE] The full amount, OK. Thank you so much.
[CUSTOMER][NEUTRAL] Uh, do you have a reference for this call?
[AGENT][NEUTRAL] References my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] No, that's gonna be all. Thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Mhm.