AccountId: 011433970860
ContactId: 49b262b0-3059-413d-8c2f-752ef65456d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122489 ms
Total Talk Time (AGENT): 49184 ms
Total Talk Time (CUSTOMER): 42827 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/49b262b0-3059-413d-8c2f-752ef65456d2_20250530T19:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Oklahoma Heart Hospital. I just need to verify benefits and eligibility for member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with both the eligibility and the benefits. And um just for my notes, can you spell your first name for me please and provide a good contact number?
[CUSTOMER][NEUTRAL] [PII] Phone number is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 02599410
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, specialty office visits, they don't require a referral, do they?
[AGENT][NEUTRAL] No, no referrals are needed.
[CUSTOMER][NEUTRAL] And is there um any network or is this like a PPO plan? I noticed on the card it was a limited benefit plan.
[AGENT][NEUTRAL] Yes, it is. Um, it's a hospital indemnity policy, so there's no network.
[CUSTOMER][POSITIVE] Fantastic.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That was all I needed. May I have a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a great rest of your day.
[AGENT][POSITIVE] You also [PII], thanks for calling APL. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too.