AccountId: 011433970860
ContactId: 0758a9c7-f280-4808-a0ee-a9706488ef44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104230 ms
Total Talk Time (AGENT): 55489 ms
Total Talk Time (CUSTOMER): 34544 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0758a9c7-f280-4808-a0ee-a9706488ef44_20250430T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from doctor's Hospital. I'm trying to verify coverage and benefits on a patient for surgery.
[AGENT][POSITIVE] All right, I'm happy to verify benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, 01480396 ML 8.
[AGENT][POSITIVE] All right, thank you for that. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. And [PII], we're the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you need the benefit amount for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] OK, uh, patients plan their benefit amount on this plan is per calendar day, and that's $500 max.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, that's it, OK.
[CUSTOMER][POSITIVE] OK, um, thank you so much. Is there a reference number or anything?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and then today's date. My name again is [PII], initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much that's all I needed.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.