AccountId: 011433970860
ContactId: 404498d0-87d1-4de6-a97e-835b72309e18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128470 ms
Total Talk Time (AGENT): 57685 ms
Total Talk Time (CUSTOMER): 42933 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/404498d0-87d1-4de6-a97e-835b72309e18_20250407T15:48_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] Hi, good morning. My name is [PII] calling from Memorial Hospital. I was calling to verify if patient, um, I wanted to verify the eligibility benefits and authorization requirements.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility benefits and all. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02388960 Mary Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] Um, none of the APL policies require authorization or pre-cert because we're not a major medical insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Outpatient hospital for the X-ray.
[AGENT][NEUTRAL] OK, so for outpatient, um, the benefit is up to $200 per calendar day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and then may I have a reference number and the first initial of your last name please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII], first initial and my last name is [PII] and then today's [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate it you have a great day.
[AGENT][POSITIVE] Thank you, [PII]. You also thanks for calling APL. Have a great week. Bye-bye.
[CUSTOMER][NEUTRAL] You as well. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.