AccountId: 011433970860
ContactId: 416eb095-43fe-4b46-97ea-84037ecb9c44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122370 ms
Total Talk Time (AGENT): 59863 ms
Total Talk Time (CUSTOMER): 50047 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/416eb095-43fe-4b46-97ea-84037ecb9c44_20250114T19:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from Batis Outpatient. How are you? I'm calling in reference to, OK, I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][POSITIVE] I'm good. Thank you.
[AGENT][POSITIVE] OK, sure. I can assist you with outpatient benefits, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] All right, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. Policy number is gonna be 0258.
[CUSTOMER][NEUTRAL] 3455 M as in Mike, L as in Lima and A.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth of [PII].
[AGENT][NEUTRAL] OK. Thank you. 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. And this is one of our secondary supplemental plan to the major medical and we have an outpatient maximum of $350 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Beautiful. The last thing that I may need is gonna be a reference number.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today state if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, yes, that will be fine.
[AGENT][NEUTRAL] The spelling? OK, that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Beautiful. Thank you so much. I truly appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Same to you bye.
[AGENT][POSITIVE] Thank you. Bye.