AccountId: 011433970860
ContactId: 5af8ff54-cf79-4f28-a8e1-9ef1dce35469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149259 ms
Total Talk Time (AGENT): 62258 ms
Total Talk Time (CUSTOMER): 56141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5af8ff54-cf79-4f28-a8e1-9ef1dce35469_20250113T16:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Doctor's Hospital. I'm calling to get benefit and eligibility on a patient for surgery that they're having.
[AGENT][NEUTRAL] OK, and spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and this is for surgery outpatient hospital facility. And what's the policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 1317924.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII] is [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so I show the policy effective date is February, excuse me, [PII]. Policy is active at this time and then we're looking for outpatient hospital slash facility.
[AGENT][NEUTRAL] OK, I'm showing that bit of it is up to $500 per occurrence.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course the information provided is verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and you said the effective date is [PII]? I'm sorry, I was going in and out a little bit.
[AGENT][NEUTRAL] Oh, I'm sorry, no, it's April, give me a second.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Oh, way off
[AGENT][NEUTRAL] I'm showing [PII].
[CUSTOMER][POSITIVE] 17. 0 way off, gosh. OK. Um thank you so much. That's all I needed. I appreciate it.
[AGENT][NEUTRAL] All right. Anything else I can assist with today?
[CUSTOMER][POSITIVE] Um, no, that's all, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL and give me one second.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, never mind.
[CUSTOMER][POSITIVE] OK. All right. Well, you have a great day too. OK, bye-bye.
[AGENT][POSITIVE] We're good. All righty. Thank you.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] No problem. You too. Bye.