AccountId: 011433970860
ContactId: fbb2ae8f-fc2e-4619-b4d6-5d2595c6146a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119000 ms
Total Talk Time (AGENT): 61269 ms
Total Talk Time (CUSTOMER): 45548 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/fbb2ae8f-fc2e-4619-b4d6-5d2595c6146a_20250121T13:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, I'm calling to get benefits, please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's uh 992.
[CUSTOMER][NEUTRAL] 228-826.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the social?
[CUSTOMER][NEUTRAL] Oh, the social, that's on the insurance card.
[AGENT][NEUTRAL] OK. Do you
[CUSTOMER][NEUTRAL] Uh, I'm sorry, no, no, it's another one. I'm sorry, it's [PII]. That's the other number.
[AGENT][NEUTRAL] OK. Yes, ma'am. That looks like the policy number. Um, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claim. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's an inpatient hospital.
[AGENT][NEUTRAL] OK, for inpatient, we cover up to 8500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] All right, all right, and your name please?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No thank you have a great day thank you.
[AGENT][POSITIVE] You do the same, [PII]. Thank you for calling.