AccountId: 011433970860
ContactId: 561219cc-d757-4843-97d2-73c042185d35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155960 ms
Total Talk Time (AGENT): 52063 ms
Total Talk Time (CUSTOMER): 60573 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/561219cc-d757-4843-97d2-73c042185d35_20250502T17:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Nels Hospital. I would like to take one of the patient's eligibility and benefits. Can you please assist me on that?
[AGENT][NEUTRAL] Yes, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], and last name initially is [PII]. Can you please spell out your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII] OK, [PII], I can help you with eligibility and benefits. What is your good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure. The policy number is 024.
[CUSTOMER][NEUTRAL] 628
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Pain first name is [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, this policy is effective [PII]. It's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then is this for outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] I'm not a guarantee of payment, just a basic outline of the policy. Let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The outpatient benefits, they have a $2000 per covered person per calendar day maximum payable benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the patient has made and available amount, please?
[AGENT][NEUTRAL] Um, they've not met anything or used anything.
[CUSTOMER][NEUTRAL] Oh, OK. So, I is also 200, right?
[AGENT][NEUTRAL] It's 2000 per day, yes.
[CUSTOMER][NEUTRAL] Yeah, OK, thanks for the confirmation. Do you have any girlfriend for this call?
[AGENT][NEUTRAL] That's my name and today's date.
[CUSTOMER][POSITIVE] Oh thank you, [PII]. Thanks for the information. Nice to talk with you. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day too. Bye bye.