AccountId: 011433970860
ContactId: 1b62e171-ddfb-4a01-be18-f4ea27922ca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136149 ms
Total Talk Time (AGENT): 62762 ms
Total Talk Time (CUSTOMER): 62360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1b62e171-ddfb-4a01-be18-f4ea27922ca0_20250519T12:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm trying to verify uh benefits to one of the members, if you can help me out, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and the callback number, please?
[CUSTOMER][NEUTRAL] Uh sure. The first name is [PII], uh first, uh, initial of my last name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Uh, I have 02491470 ML 8.
[AGENT][NEUTRAL] Can you verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I have Mr. [PII], um, [PII].
[AGENT][NEUTRAL] Thank you calling to verify benefits eligibility. This member's policy has been active since [PII]. It is currently active. What benefits are you inquiring about? What's the place of service inpatient, outpatient offices?
[CUSTOMER][NEUTRAL] Um, it's gonna be outpatient hospital. I just wanted to see how much they have met for the, you know, they have for the outpatient services.
[AGENT][NEUTRAL] It's $250 per calendar day for outpatient services. This is not a guarantee of benefits, that's a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] OK. So it's $250 per calendar day.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK dokey, uh.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Would I be able to have a
[CUSTOMER][NEUTRAL] Yes, uh, would I be able to get a reference number for this call, please?
[AGENT][NEUTRAL] We don't provide those, Raul. however, you can use my name in today's date as a reference. It's [PII], and today's date is a reference.
[CUSTOMER][NEUTRAL] Uh, would I be able to get the first initial of your last name, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much for your help, really appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] Likewise bye.
[AGENT][NEUTRAL] Uh