AccountId: 011433970860
ContactId: fde173cb-198d-4077-ac93-d2ec929454c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126319 ms
Total Talk Time (AGENT): 43829 ms
Total Talk Time (CUSTOMER): 51671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/fde173cb-198d-4077-ac93-d2ec929454c7_20250312T19:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII] and I'm calling to um verify the benefits and coverage for a patient that we have in common.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That will be 254-9483.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] That would be [PII] and her 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. I do show the policy is currently active. Effective date is [PII]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] This will be outpatient.
[AGENT][NEUTRAL] OK, and I'm showing that the outpatient calendar, your max is $6000.
[CUSTOMER][POSITIVE] Oh yes
[CUSTOMER][NEUTRAL] And how much has she accumulated?
[CUSTOMER][NEUTRAL] 6000
[AGENT][NEUTRAL] She's only used $220.20 of that.
[CUSTOMER][NEUTRAL] $220.20.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect perfect so.
[CUSTOMER][NEUTRAL] Uh, OK, so yeah, it'll cover her procedure alrighty, um, Ms. [PII], if.
[CUSTOMER][NEUTRAL] Is there a way I can get a reference number for this call?
[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][NEUTRAL] Date and time.
[CUSTOMER][POSITIVE] That is all you've been great.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Mhm. Bye-bye.