AccountId: 011433970860
ContactId: 1e4a3e93-29cb-4cb7-a67c-ef5c6a11138c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93019 ms
Total Talk Time (AGENT): 42413 ms
Total Talk Time (CUSTOMER): 34578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/1e4a3e93-29cb-4cb7-a67c-ef5c6a11138c_20250328T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling to verify outpatient hospital benefits for the facility.
[AGENT][POSITIVE] OK, I'm happy to check on benefits today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Um, that is 02415324.
[AGENT][NEUTRAL] Alright, let me pull this up.
[AGENT][NEUTRAL] And if I can get your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII] patient name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII]. I want to spell the last name [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you so much. So patients active. The effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not. On the member's plan, their outpatient benefits are a per occurrence of $500 max.
[CUSTOMER][NEUTRAL] OK, I think that's the information that I need.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] All right, thank you for your help. Have a great weekend.
[AGENT][NEUTRAL] You too bye bye.