AccountId: 011433970860
ContactId: 23b11b3c-2894-48a4-a6c1-d23c1bbbeb29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157399 ms
Total Talk Time (AGENT): 72436 ms
Total Talk Time (CUSTOMER): 59349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/23b11b3c-2894-48a4-a6c1-d23c1bbbeb29_20250204T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] [PII] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That is a cute way to spell it. Hi, Ms. [PII], I'm calling from Jackson Memorial Hospital. Just wanna check um the patient.
[CUSTOMER][POSITIVE] Benefits and see if it's active and if it will help cover some of her co-pays and deductibles.
[AGENT][NEUTRAL] OK, I can help you with that information, your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's a different spelling.
[AGENT][NEUTRAL] So is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and is this service did you say in an office or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 0179.
[CUSTOMER][NEUTRAL] 70
[CUSTOMER][NEUTRAL] 40 M like Mary L like Larry and the number 8.
[AGENT][POSITIVE] Thank you for that and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Direct line with no extension [PII].
[AGENT][NEUTRAL] Thank you, and we're checking eligibility and then outpatient hospital benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up the information and I can assist.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII]. I'm showing an effective date of [PII]. This policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And I'm showing the maximum outpatient benefit is up to.
[AGENT][NEUTRAL] $1000 that is per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment.
[AGENT][NEUTRAL] And I'll check to see. I don't show any claims on file for her at this time for this year so that amount is available at this time.
[CUSTOMER][POSITIVE] 1004. Perfect. So that would cover.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect, and may I get a call reference number?
[AGENT][NEUTRAL] Uh, you'll use my name in today's state as your reference first initial of my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much and I hope you enjoy the rest of your day, quick and easy, just how I like it.
[AGENT][POSITIVE] You're welcome, [PII] and thank you and you do the same and thank you for calling APL.
[CUSTOMER][POSITIVE] And happy Valentine's to you. Bye-bye.
[AGENT][POSITIVE] Thank you, same to you. Have a good day.