AccountId: 011433970860
ContactId: 626d925b-7ac3-4893-964c-5ad90fedfc8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133779 ms
Total Talk Time (AGENT): 72641 ms
Total Talk Time (CUSTOMER): 47939 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/626d925b-7ac3-4893-964c-5ad90fedfc8a_20250423T12:53_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Oh, and I'm calling from Palmetto General Hospital. Uh, I need, I need benefits for outpatient please.
[AGENT][POSITIVE] I'm sure [PII] can assist you with benefits. And first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 01848601, M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was.
[AGENT][NEUTRAL] The effective date was [PII]. The policy is still active, and for outpatient benefits, we cover up to $500 per day, and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] I say um copay deductible and what else?
[AGENT][NEUTRAL] And co-insurance.
[CUSTOMER][NEUTRAL] In quarantine, so he only has $500 to use for outpatient.
[AGENT][POSITIVE] Right, per day. It's a daily benefit. Yes, ma'am.
[CUSTOMER][POSITIVE] Or day oh OK thank you he still have it available, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, because it's a daily benefit. He don't, it doesn't accumulate to the day, yeah. Mhm.
[CUSTOMER][POSITIVE] Oh, a daily benefits.
[CUSTOMER][NEUTRAL] OK thank you and your name please?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] Last initial is [PII] like [PII], and my name and today's date, um is your reference number. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.