AccountId: 011433970860
ContactId: 5a424ffd-3fdc-4bfd-b2af-7c75253dee98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163940 ms
Total Talk Time (AGENT): 63405 ms
Total Talk Time (CUSTOMER): 55760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/5a424ffd-3fdc-4bfd-b2af-7c75253dee98_20250228T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], I was calling to get member eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Piedmont Healthcare.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Yes, policy number is, oh sorry, I took it off, it is.
[CUSTOMER][NEUTRAL] 02596142
[AGENT][POSITIVE] OK, thank you, and give me a moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So I know the patient is active. Sorry to cut you off. I know the patient is active. I just need to verify if they have ER benefits because I see it says a limited hospital indemnity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and you say you're wanting to verify they have ER benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, yes, ma'am. Um, they do have an outpatient sickness benefit rider that, um, ER is considered if it's for a sickness and not a guarantee of payment, just verification coverage has a benefit max up to $75 per day, a total of 5 visits per year.
[CUSTOMER][NEUTRAL] You said $75 per day?
[AGENT][NEUTRAL] Mhm. Uh, and 5 visits per year, 10 total for family.
[CUSTOMER][NEUTRAL] OK, and then is it [PII] or [PII] E?
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Alright, and then is there a call reference number for today, Ms. [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Perfect, I'll get this submitted out. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL Ms. [PII]. You have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you as well.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Oh sorry I haven't hung up. I'm so sorry.
[AGENT][NEUTRAL] And