AccountId: 011433970860
ContactId: 44f28650-dce6-46e9-9e64-e31a58933951
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147059 ms
Total Talk Time (AGENT): 71811 ms
Total Talk Time (CUSTOMER): 36700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/44f28650-dce6-46e9-9e64-e31a58933951_20250228T19:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. What is your name, ma'am, and your call back number and the facility that you're with?
[CUSTOMER][NEUTRAL] [PII] [PII] and Doctor's Hospital.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 01448498
[CUSTOMER][NEUTRAL] LM 8.
[AGENT][POSITIVE] OK, thank you so much. Let me look that up.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII], and this is just to verify benefits. It's not a guarantee of payment. This is the supplemental insurance policy that is billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] And she has an inpatient benefit amount per calendar year of $1000.
[AGENT][NEUTRAL] And then she also has an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK, so it's 500 per day.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, and thank you so much and what was your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You too, Miss [PII]. Thank you for calling APL and you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.