AccountId: 011433970860
ContactId: 015f75da-107e-4e85-aafe-bba53bc6ee24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147600 ms
Total Talk Time (AGENT): 66061 ms
Total Talk Time (CUSTOMER): 62002 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/015f75da-107e-4e85-aafe-bba53bc6ee24_20250604T15:19_UTC.wav
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[AGENT][NEUTRAL] On APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling regarding a patient that we have in move to, um, to ask for her benefits.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, uh, my call back number is [PII].
[CUSTOMER][NEUTRAL] And her account number is gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII], could you verify the patient's name and date of birth that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Yes, her name is [PII], and the date of birth is gonna be [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, I need her inpatient outpatient benefit.
[AGENT][NEUTRAL] Thank you. So she has inpatient benefits of 18 hours or more in a hospital facility that'll be considered as inpatient of $4000 per calendar year. Then she has outpatient benefits of $2500 per occurrence, meaning as per diagnosis, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so 4000 inpatient and 2500 outpatient, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And this, this is this.
[AGENT][NEUTRAL] And the policy has been active since [PII].
[CUSTOMER][NEUTRAL] Can you repeat me the date? I'm sorry.
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, can I have a reference number and your name?
[AGENT][NEUTRAL] [PII], we don't provide reference numbers unfortunately, however, you can use my name and today's date as a reference. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Can you repeat me the name? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK thank you perfect have a good day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day as well, [PII].
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thanks. Goodbye.