AccountId: 011433970860
ContactId: 3ab00677-6646-4167-b2da-41484a782328
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151380 ms
Total Talk Time (AGENT): 68325 ms
Total Talk Time (CUSTOMER): 80951 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/3ab00677-6646-4167-b2da-41484a782328_20250314T18:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Memorial Hospital Mirmar. I'm just calling to, um, verify eligibility and benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] You might have.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. Yes, it would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number Mister [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, I have 02415277 ML 8 and then they have another number on the top that's in hospital, but this one would be for outpatient.
[AGENT][NEUTRAL] It's OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's for [PII]. Date of birth is uh [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And so you need outpatient outpatient facility.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical and we have an outpatient maximum of $400 per day.
[CUSTOMER][NEUTRAL] Mhm mhm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, perfect. Uh, give me one second, let me notate that down.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, can I have your name again?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect do you have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers so you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, alrighty.
[CUSTOMER][POSITIVE] No, no, that's it. All right, thank you so much. I appreciate it. Thank you. Bye, bye bye.
[AGENT][POSITIVE] OK, thank you for calling. You're welcome, Mr. [PII]. Have a good day. Have a good weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too mhm bye bye.