AccountId: 011433970860
ContactId: 51c674c9-57b4-4d33-91af-2cc844a22463
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254000 ms
Total Talk Time (AGENT): 46666 ms
Total Talk Time (CUSTOMER): 54743 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/51c674c9-57b4-4d33-91af-2cc844a22463_20250507T14:43_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. First initial of my last name [PII]. I'm calling from a provider facility because I need to verify benefits for a member, please.
[AGENT][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] It is 01666110. M as in Mike, L as in Lima, and then, oh sorry, and the number 8.
[AGENT][NEUTRAL] And what
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Few more minutes.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thanks for that information, [PII]. I'm showing an effective date of [PII]. Policy is active at this time, and you said this is outpatient facility?
[CUSTOMER][NEUTRAL] Yes, outpatient hospital.
[AGENT][NEUTRAL] Mhm. The maximum outpatient benefit is up to $500 per calendar day. Information provided is verification, not a guarantee of payment. And did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, so the members only cover up to $500 per day.
[AGENT][NEUTRAL] Per calendar day, that is correct.
[CUSTOMER][POSITIVE] OK. OK, perfect. Um, and I'm so sorry, what did you say the effective date was again?
[AGENT][NEUTRAL] [PII] and current.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. No, that would be all. Uh, may I just have the first letter of your last name and a call reference number?
[AGENT][NEUTRAL] [PII], you'll use my name in today's date as reference for today's call.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I hope you have a great rest of your day.
[AGENT][POSITIVE] You're welcome thanks for calling APL Mary and have a good day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.