AccountId: 011433970860
ContactId: 43cd90aa-062f-41ba-894e-1cd31549d34d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129220 ms
Total Talk Time (AGENT): 52518 ms
Total Talk Time (CUSTOMER): 63030 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/43cd90aa-062f-41ba-894e-1cd31549d34d_20250124T20:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. Um, yes, I need to verify policy to see if it's active.
[AGENT][NEUTRAL] OK, yeah, I can see if that doctors. What's your name?
[CUSTOMER][NEUTRAL] Uh, my name or the name of the patient?
[AGENT][NEUTRAL] Oh, yours please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Um, it's, uh, OK, let me see. 02336080.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK. Um, what's the, the, the coverage for um hospital outpatient services?
[AGENT][NEUTRAL] Outpatient, give me just a moment. Uh-huh.
[CUSTOMER][NEUTRAL] The yearly amount on. Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, and of course I will let you know verification of coverage is not a guaranteed payment for claims. Uh, their outpatient benefit is on a per calendar day basis, uh, and that's gonna be $250 max per calendar day.
[CUSTOMER][NEUTRAL] Oh, per day. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] OK. What's your name or a reference number for this phone call? Either or it's OK.
[AGENT][NEUTRAL] Uh, reference number would just be my first name, last initial, and today's date. Uh, surname is spelled [PII] Was there anything else I could help you with today?
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, no, that'll be all. Thank, thank you very much. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, you too. Thank