AccountId: 011433970860
ContactId: fd15a335-999f-42a3-a575-f7060911b957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92250 ms
Total Talk Time (AGENT): 37791 ms
Total Talk Time (CUSTOMER): 35989 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/fd15a335-999f-42a3-a575-f7060911b957_20250605T19:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII]. If I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02336059 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Yeah, I do show that per day maximum for outpatient is $250.
[CUSTOMER][POSITIVE] Per day. OK, perfect. Can I have a call reference number please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's all for today thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK.