AccountId: 011433970860
ContactId: 2aeefce2-f389-4a2e-84c4-1c97b01dff81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140610 ms
Total Talk Time (AGENT): 83048 ms
Total Talk Time (CUSTOMER): 45091 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/2aeefce2-f389-4a2e-84c4-1c97b01dff81_20250113T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with that verification. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02301.
[CUSTOMER][NEUTRAL] 203 ML 8
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Um, whatques.
[CUSTOMER][NEUTRAL] Male branch.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And date of birth [PII]?
[AGENT][NEUTRAL] All right, thank you. And that is the name [PII] or something, I don't know. OK, yes, ma'am, I can help you with that eligibility. You got a good one for the first thing this morning, didn't you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Well, I am showing that the policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders Major Medical. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, what is the outpatient benefits for the patient?
[AGENT][NEUTRAL] Mhm. He has outpatient coverage up to $500. That is a per calendar day benefit, and that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK. And so it's 500 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your time. Oh wait, I need a reference number.
[AGENT][NEUTRAL] The reference number is my name and today's date. I spell my name [PII], it was a pleasure to help you with that claims, I mean, not that claim status those benefits.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] And I hope you have a great Monday.
[CUSTOMER][POSITIVE] You too, thank you. Bye bye.
[AGENT][POSITIVE] Thank you, [PII]. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] No