AccountId: 011433970860
ContactId: 01046a82-6e7b-4533-8750-ec297d2b6c61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128179 ms
Total Talk Time (AGENT): 74303 ms
Total Talk Time (CUSTOMER): 29698 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/01046a82-6e7b-4533-8750-ec297d2b6c61_20250217T16:16_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify outpatient hospital benefits for patients.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you [PII] and a good call back number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Alright, I have.
[CUSTOMER][NEUTRAL] 02580209
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with eligibility and benefits for Mr. [PII]. You are needing outpatient coverage, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I can help you with that. I'm showing his policy is active. The effective date on the policy is [PII].
[AGENT][NEUTRAL] This is a secondary policy to his major medical.
[AGENT][NEUTRAL] He does have the outpatient coverage up to $4000 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Do you have the full 4000 available?
[AGENT][NEUTRAL] I'm checking. Let's see, bear with me just one second.
[AGENT][NEUTRAL] He at this time for [PII] he has used $750.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] and can I get the first initial of your last name for reference please?
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][POSITIVE] All right thank you so much have a good day.
[AGENT][POSITIVE] [PII], thank you for calling APL, and if you please note that all benefits given over the phone is a verification of coverage, not a guarantee of payment. It was a pleasure to assist you. Hope you have a great day as well.
[CUSTOMER][POSITIVE] You too. Thank you