AccountId: 011433970860
ContactId: 4ab92d64-d2fd-4de8-aa28-b7e5367534b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107989 ms
Total Talk Time (AGENT): 44161 ms
Total Talk Time (CUSTOMER): 27684 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4ab92d64-d2fd-4de8-aa28-b7e5367534b7_20250603T19:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check a patients, um, benefits.
[AGENT][POSITIVE] I'll be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02464402
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][POSITIVE] Impatient.
[AGENT][NEUTRAL] I'm showing the inpatient calendar year maximum is $3000.
[CUSTOMER][NEUTRAL] How much has been left?
[AGENT][NEUTRAL] I'm not showing they've used any inpatient benefits so far this year.
[CUSTOMER][NEUTRAL] How about for outpatient?
[AGENT][NEUTRAL] The outpatient per day maximum is $500.
[CUSTOMER][NEUTRAL] OK, and anything, well, it's per day, right?
[AGENT][NEUTRAL] We're doing.
[CUSTOMER][NEUTRAL] Your name again?
[AGENT][NEUTRAL] [PII] last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Is that the reference number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect thank you so much have a good one.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.