AccountId: 011433970860
ContactId: 0737f44d-e5de-4dc8-ba4d-7d3501a220c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100680 ms
Total Talk Time (AGENT): 40583 ms
Total Talk Time (CUSTOMER): 42027 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/0737f44d-e5de-4dc8-ba4d-7d3501a220c4_20250129T20:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][POSITIVE] Uh, yes, thank you, [PII]. I'm calling to get eligibility and benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Uh, sure, [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] We have 01545902.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] His date of birth is.
[CUSTOMER][NEUTRAL] Uh, [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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Outpatient benefits for the hospital.
[AGENT][NEUTRAL] Alright, I do show for outpatient, the calendar year maximum is $1250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh has the patient used any?
[AGENT][NEUTRAL] Not so far this year, no.
[CUSTOMER][NEUTRAL] Not so far, OK.
[CUSTOMER][POSITIVE] All right, perfect. So 1250 per calendar year. All right, [PII], thank you so much. Can I have the initial of your last name?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that will be all for now thank you I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye now.
[AGENT][NEUTRAL] Right.