AccountId: 011433970860
ContactId: 0c39ff82-ae41-4b31-9a2a-d392a343ac01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208570 ms
Total Talk Time (AGENT): 81516 ms
Total Talk Time (CUSTOMER): 50677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/0c39ff82-ae41-4b31-9a2a-d392a343ac01_20250516T19:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was just wondering if you could um confirm if the patient's APL was active.
[AGENT][NEUTRAL] Yes, ma'am. I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII]. Last name initials [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02565825.
[AGENT][POSITIVE] OK, thank you. And give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, perfect. You said [PII]?
[AGENT][NEUTRAL] Uh, yes, ma'am, and the policy is active.
[CUSTOMER][NEUTRAL] OK, perfect. And um just to confirm, he said this covered up to like $8000. Could you confirm how much it was?
[AGENT][NEUTRAL] Is this for an outpatient or in the hospital?
[CUSTOMER][NEUTRAL] Outpatient. Oh, no, actually, I'm sorry, it's inpatient.
[AGENT][NEUTRAL] OK, uh, give me a moment, let me see.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just verification of coverage. The patient has an inpatient benefit max of up to 8500 per calendar year.
[CUSTOMER][NEUTRAL] OK, has he met anything?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] He has, I know, well.
[AGENT][NEUTRAL] Let me double check if this is combined or if it's separate. Give me one moment, sorry.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] Yeah let's see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Well, that's not gonna help.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't sure he's used any inpatient benefits for this year, so it is available.
[CUSTOMER][NEUTRAL] OK, perfect. And what did you say your name was again?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK, and do you guys have reference numbers?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you so much for your help.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APM Ms. [PII]. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.