AccountId: 011433970860
ContactId: 1ca89209-5ccd-4dde-a59c-8001065d955b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161770 ms
Total Talk Time (AGENT): 62287 ms
Total Talk Time (CUSTOMER): 32316 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/1ca89209-5ccd-4dde-a59c-8001065d955b_20250214T18:36_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Um, no, it's gonna be outpatient.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 024967887.
[AGENT][NEUTRAL] And I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information and we're checking eligibility in then outpatient hospital or facility.
[CUSTOMER][NEUTRAL] A facility, yes.
[AGENT][NEUTRAL] OK, so I show the policy effective date is [PII] currently active at this time, and let me pull up the benefits and I'll give you that information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see the maximum outpatient benefit.
[AGENT][NEUTRAL] Is up to $4000 that is per covered person per calendar year.
[AGENT][NEUTRAL] And let me check and see if any of that has been used for [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and I don't show any of the benefit used at this time for [PII].
[AGENT][NEUTRAL] And of course the information is verification, not a guarantee of payment and did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] No, that's fine. I can just have a call reference number please.
[AGENT][NEUTRAL] Uh-huh. My name in today's date, [PII] First initial and last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Hey, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.