AccountId: 011433970860
ContactId: 50871075-18de-48b4-b8b4-d68efa3a7108
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98970 ms
Total Talk Time (AGENT): 48001 ms
Total Talk Time (CUSTOMER): 40940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/50871075-18de-48b4-b8b4-d68efa3a7108_20250430T13:21_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hi, good morning, who's this?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Montina Hospital. Uh, I'm calling to check eligibility and benefits for an inpatient, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] policy number is 025056.
[CUSTOMER][NEUTRAL] 98.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you [PII] and you're calling to verify outpatient benefits for one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In inpatient.
[AGENT][NEUTRAL] Impatient, so this policy has been active since [PII] currently active.
[AGENT][NEUTRAL] The member's policy has inpatient benefits of $7900 per calendar year. If the if the stay is 18 hours or more. However, if the stay is not over 18 hours, then the member has outpatient benefits of $2500 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] And the initial is your last name [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much and have a wonderful day bye bye.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.