AccountId: 011433970860
ContactId: 01341424-b050-4a1c-aa3c-70dba583988b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100839 ms
Total Talk Time (AGENT): 50135 ms
Total Talk Time (CUSTOMER): 35871 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/01341424-b050-4a1c-aa3c-70dba583988b_20250523T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. I'm calling to verify outpatient hospital benefits for the facility, please.
[AGENT][POSITIVE] OK. Yes, ma'am. I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, the patient's ID is 1390388 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is, let me see, that'd be [PII] [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII]. She is active under the policy. And you say you're needing outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just verification of coverage with the policy as secondary, we help with major medicals, deductible, co-pay, and or co-insurance, and she has an outpatient benefit max of up to $250 per calendar day.
[CUSTOMER][POSITIVE] OK, um, that's the information that I needed. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. Thanks for calling APL. Have a great weekend and happy Memorial [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Same to you thank you bye bye.