AccountId: 011433970860
ContactId: 24ac31e7-7d58-48d6-9263-8b6c4bca2de9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149089 ms
Total Talk Time (AGENT): 79019 ms
Total Talk Time (CUSTOMER): 44959 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/24ac31e7-7d58-48d6-9263-8b6c4bca2de9_20250529T20:11_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 just need to verify a membership and um get the benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yep, it's [PII]. The initial is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what's the name of the facility you're calling from?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, it's SSM select Rehab.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and the date of birth is [PII] and the policy number is 021-94761.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of his policy is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] He has an inpatient amount benefit per calendar year of $3500 and then he also has an outpatient calendar benefit in the same amount of $3500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][NEUTRAL] Um, I think that's if I can just get a reference number for the call I'll be good.
[AGENT][POSITIVE] Awesome. OK, yes ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect alright have a good rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you so much for calling APL. You take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.