AccountId: 011433970860
ContactId: 14336110-b224-402f-8ed5-3a7334419ef2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130820 ms
Total Talk Time (AGENT): 63814 ms
Total Talk Time (CUSTOMER): 45628 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/14336110-b224-402f-8ed5-3a7334419ef2_20250612T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I am calling to get benefits for a patient that's coming to an outpatient hospital.
[AGENT][NEUTRAL] OK, I can check those outpatient benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02286477 ML8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. The effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and of course I will let you know verification of coverage is not a guarantee of payment for claims. So the outpatient benefit pays on a per calendar day basis. It pays up to $500 per calendar day. There is no yearly maximum.
[CUSTOMER][NEUTRAL] OK. So 500 per day. And that is for the outpatient hospital, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that is all I'm so sorry. What did you say your name was?
[AGENT][NEUTRAL] It's all right, [PII]
[CUSTOMER][POSITIVE] Perfect, thank you. And do you have a reference number for our call?
[AGENT][NEUTRAL] So reference number would just be my first name, last initial and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. You have a wonderful day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.