AccountId: 011433970860
ContactId: ff3ca2c6-1131-4182-bbf5-31676d8ae723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103019 ms
Total Talk Time (AGENT): 54750 ms
Total Talk Time (CUSTOMER): 29833 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ff3ca2c6-1131-4182-bbf5-31676d8ae723_20250310T15:14_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 just needing to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you. Could I get your name?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have um 02122401.
[AGENT][NEUTRAL] OK, is this for benefits or service in an office setting?
[CUSTOMER][NEUTRAL] Uh, it's, it's for an outpatient surgery.
[AGENT][NEUTRAL] Outpatient surgery. OK. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] All right, thanks for that information. I'm showing a policy effective date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of [PII], and the policy is active at this time.
[AGENT][NEUTRAL] And I'm showing the maximum outpatient benefit is up to $2500 that's per calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment, and currently I don't show any of that benefit used for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I needed. Can I get a call reference?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference, [PII], first initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.