AccountId: 011433970860
ContactId: f67b6b6d-375f-4540-a3b3-c4fc321adf74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130500 ms
Total Talk Time (AGENT): 60931 ms
Total Talk Time (CUSTOMER): 44557 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f67b6b6d-375f-4540-a3b3-c4fc321adf74_20250613T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is. Can I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi, I'm calling for uh benefits for a patient that's coming in for an office visit and ultrasound.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hold on, I'm sorry I lost.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] OK, 02517170 ML 8.
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII] 513 91.
[AGENT][NEUTRAL] OK, showing his effective date is [PII]. Policy is active and let's see.
[AGENT][NEUTRAL] Well, under this policy, office visits are not covered, but the patient is covered for services performed in a doctor's office or clinic as outpatient, so not a guarantee of payment, just verification coverage. Patient has a benefit max up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh wow, OK, so per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, sounds good.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Alrighty, um, no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just your name and reference number please.
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII], and as far as reference number, you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] Alright, alright, thanks so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a great day and weekend, Ms. [PII].
[CUSTOMER][NEUTRAL] You