AccountId: 011433970860
ContactId: 20d4d57d-d1c7-4cc6-a351-029e5536c61a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113760 ms
Total Talk Time (AGENT): 37361 ms
Total Talk Time (CUSTOMER): 53264 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/20d4d57d-d1c7-4cc6-a351-029e5536c61a_20250602T16:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm with the Saint Francis Hospital. Um, I'm just trying to verify if the coverage is active for one of your members, and then I do have to let you know that this entire call is monitored and recorded for quality and compliance purposes.
[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] Yeah, that's [PII], and that's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is 01986442.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it would be outpatient benefits.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $3000.
[CUSTOMER][POSITIVE] OK, 3000 awesome, um, I believe that was all the information I needed. Could I just get the reference number for our call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK great thank you [PII]. I really appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.