AccountId: 011433970860
ContactId: 37d250fc-2e19-4c5d-baa9-5a3d9e0b196c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195130 ms
Total Talk Time (AGENT): 70352 ms
Total Talk Time (CUSTOMER): 50789 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/37d250fc-2e19-4c5d-baa9-5a3d9e0b196c_20250508T12:46_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][POSITIVE] Good morning. Thank you for calling ATM.
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. I'm calling to verify benefits on a patient that is going to have an outpatient procedure.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient procedure benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] May I have your name and a good contact number in case.
[CUSTOMER][NEUTRAL] My name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, it is um 02061384.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Last name and date of birth?
[CUSTOMER][NEUTRAL] Members's first name [PII], last name [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] Hold on one moment, I'm waiting for the benefits to populate.
[AGENT][NEUTRAL] And I'm sorry, that's the that's the incorrect date. This policy has been active since [PII]. That was the previous.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] [PII] correct? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment for the benefits they're coming up now.
[CUSTOMER][NEUTRAL] Hold on
[AGENT][NEUTRAL] So this policy doesn't have any outpatient coverage, um, it's only for the inpatient facility, so after admission.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Not even for surgery?
[AGENT][NEUTRAL] There's no outpatient benefits at all, only inpatient.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, perfect. May I have a reference?
[AGENT][NEUTRAL] Alright, you said you was
[CUSTOMER][NEUTRAL] A reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] So there's no
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you, [PII], for your help today.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] You're welcome thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.