AccountId: 011433970860
ContactId: 14b32558-fa1f-432d-9920-0ea345030228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99839 ms
Total Talk Time (AGENT): 37172 ms
Total Talk Time (CUSTOMER): 39187 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/14b32558-fa1f-432d-9920-0ea345030228_20250624T18:12_UTC.wav
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[AGENT][NEUTRAL] Calling API. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from South Bay Hospital, and I'm just trying to verify um the gap insurance for a a patient of ours.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 945139.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, patient's name is [PII] and then the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment, and you show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] No, it'll be for outpatient.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $250.
[CUSTOMER][NEUTRAL] OK, perfect. All right. And then does this cover also a portion of the deductible as well?
[AGENT][NEUTRAL] The maximum we pay for outpatient is 250, so.
[CUSTOMER][POSITIVE] Oh, you go, OK, no problem. All right, no worries then.
[CUSTOMER][POSITIVE] Alright thank you so very much for your help. I really appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, there's nothing else. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] All right then bye bye.