AccountId: 011433970860
ContactId: 608ca2e9-8db7-4171-8478-06cffbbe53fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137660 ms
Total Talk Time (AGENT): 64448 ms
Total Talk Time (CUSTOMER): 47436 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/608ca2e9-8db7-4171-8478-06cffbbe53fc_20250623T16:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Last name initial, [PII]. I'm calling in regards to the patient to get uh the outpatient hospital benefits of the year for this patient's capital plan.
[AGENT][NEUTRAL] OK, I'm so sorry, may I have your first name again?
[CUSTOMER][NEUTRAL] [PII] last name initial [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Callback number it is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, let me give that to you. Sorry, went away. It is 02636877.
[AGENT][POSITIVE] OK, thank you so much. I have that as 0236877 for that policy number.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process and I apologize you're calling for outpatient benefits, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, outpatient hospital benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Give me one moment.
[AGENT][NEUTRAL] And this number shows effective as of [PII]. This policy shows active as secondary and for outpatient benefits. Please note verification of benefits provided does not guarantee payment. We pay up to $6000 for the calendar year.
[AGENT][NEUTRAL] And there has been no accumulation currently.
[CUSTOMER][POSITIVE] Oh perfect, so the 6000 is still remaining.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, perfect. uh I'm sorry, can I have your name again?
[AGENT][NEUTRAL] Certainly, my name is [PII]. My last initial is [PII]. And anything else I can help you with, please?
[CUSTOMER][NEUTRAL] Uh, no, that's gonna be it, [PII]. Can I have the reference number for this call, please?
[AGENT][POSITIVE] We do not use reference numbers, but you can use my name in today's date and thank you for calling us at APL. You have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye.