AccountId: 011433970860
ContactId: fb413028-6043-40cd-8c41-0f46d953925c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167190 ms
Total Talk Time (AGENT): 63508 ms
Total Talk Time (CUSTOMER): 33507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/fb413028-6043-40cd-8c41-0f46d953925c_20250428T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get outpatient benefits for a patient.
[AGENT][POSITIVE] Of course, I can help you with benefits today. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01320577.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so the policy number that you provided me is no longer active, but I did find
[AGENT][NEUTRAL] That they have an active policy.
[AGENT][NEUTRAL] And I can give you that policy number as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's 261-1670.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's just a verification of coverage. So it looks like their outpatient benefit max per calendar year, or sorry, per calendar day is $250.
[CUSTOMER][NEUTRAL] Per day. OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, perfect, um.
[CUSTOMER][POSITIVE] Thank you so much. Uh, may I have a reference number for the call?
[AGENT][NEUTRAL] Yes, of course. So it's my first name, [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you. I hope you have a great day.
[AGENT][NEUTRAL] Yeah. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh no that was all thank you I appreciate your help.
[AGENT][POSITIVE] OK. Yes, thanks for calling APL. You have a good day too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] OK, bye.