AccountId: 011433970860
ContactId: 2d2f1907-4cb5-4f78-9017-76a00474c267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117199 ms
Total Talk Time (AGENT): 65626 ms
Total Talk Time (CUSTOMER): 35608 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2d2f1907-4cb5-4f78-9017-76a00474c267_20250220T16:46_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling to verify patients, uh, benefits for an upcoming appointment, uh, they have, uh, the hospital.
[AGENT][POSITIVE] I'm sure I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Call back is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, I have 002.
[CUSTOMER][NEUTRAL] 175427 Mike Lima 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Perfect. I think that's everything I needed and is there a reference number for our conversation?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um, it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's everything for now, thank you so much.
[AGENT][POSITIVE] OK, and I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Hm thanks.