AccountId: 011433970860
ContactId: f824a505-a687-4494-9270-66d86adf2e70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133460 ms
Total Talk Time (AGENT): 77006 ms
Total Talk Time (CUSTOMER): 41817 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f824a505-a687-4494-9270-66d86adf2e70_20250124T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII], no extension.
[AGENT][POSITIVE] Thank you, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I'm calling to see if this patient's plan is active with you guys and how much is remaining in their out of outpatient services.
[AGENT][POSITIVE] Sure. It would be my pleasure to assist you, [PII]. What is the policy number for the patient? I can't talk this afternoon either, so we're gonna make it through it.
[CUSTOMER][NEUTRAL] Yes, it's Friday. It's, it's, it's the last day of the week. Let's get this. It is, um.
[AGENT][POSITIVE] That's right. That's right.
[CUSTOMER][NEUTRAL] 02462873
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][POSITIVE] All right, thank you. And I can help you with eligibility and benefits for [PII]. I am showing her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And she does have outpatient coverage up to $2000 that is a per calendar day benefit.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] That is a verification of coverage, not a guarantee of payment. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that's it. If you could just provide me a reference number, that'll be great.
[AGENT][NEUTRAL] The reference number is my name and today's date.
[AGENT][POSITIVE] And it has been a pleasure to assist you with those benefits, [PII]. Thank you for calling APL and I hope you have a very happy weekend.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] You as well. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.