AccountId: 011433970860
ContactId: 3715459a-b3e0-4c32-8eac-bc00b5a2980b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124089 ms
Total Talk Time (AGENT): 66908 ms
Total Talk Time (CUSTOMER): 59810 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3715459a-b3e0-4c32-8eac-bc00b5a2980b_20250321T17:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the outpatient center of DA. I'm trying to find out the benefit information for a patient for outpatient.
[AGENT][NEUTRAL] I can help you with those benefits. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Thank you, [PII] and a good callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, they have 01578521 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] or [PII]. Date of birth uh [PII].
[AGENT][POSITIVE] Alright, thank you. I can help you with benefits for [PII] or [PII].
[AGENT][NEUTRAL] I'm showing that his policy is active.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Effective date is [PII] and you were needing outpatient benefit, correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, he does have outpatient coverage up to $1250. That is a per calendar year benefit.
[CUSTOMER][NEUTRAL] For calendar year, OK.
[AGENT][NEUTRAL] That is also a verification of coverage. Yeah, verification of coverage, not a guarantee of payment, and at this time, he has the full benefit remaining for 2024.
[CUSTOMER][NEUTRAL] So it covers deductible and co-insurance up to 1250.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] All right, all right, awesome OK and um do you have a reference number?
[AGENT][NEUTRAL] Reference number is my name and today's date. I spell my name [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Anything else I can help you with, Tia?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you so much. I appreciate your time.
[AGENT][POSITIVE] My pleasure to help you with those benefits. Thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.