AccountId: 011433970860
ContactId: 1e51604a-46c9-4b3b-b210-27cd82229e8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 55572 ms
Total Talk Time (CUSTOMER): 33905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1e51604a-46c9-4b3b-b210-27cd82229e8b_20250204T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify members eligibility and benefits.
[AGENT][NEUTRAL] OK, is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] For our outpatient, uh, facility.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 2554596.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] And [PII], you said that you're verifying eligibility and outpatient hospital benefit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we have that information for you. The effective date is [PII]. Policy is active at this time.
[AGENT][NEUTRAL] Uh, the maximum outpatient benefit.
[AGENT][NEUTRAL] It's up to $500 per calendar day.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment. And did you have any other questions I can assist with today?
[CUSTOMER][NEUTRAL] Is there any accumulations on the benefit?
[AGENT][POSITIVE] It it's per calendar day. It's a daily benefit.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's everything. Do you issue car reference numbers?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] First initial last name is [PII], and any other questions, [PII], I can help out with today?
[CUSTOMER][POSITIVE] No, that's everything. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.