AccountId: 011433970860
ContactId: 6425acdf-6b91-4dc1-93d0-fc3380075b5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174850 ms
Total Talk Time (AGENT): 64609 ms
Total Talk Time (CUSTOMER): 109580 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6425acdf-6b91-4dc1-93d0-fc3380075b5a_20250402T13:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling from medical facility. I wanted to verify the uh benefits for a member.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] Callback is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can I have that policy number of the member that you're requesting benefits for?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Uh, of course, uh, let's see, I have, mm, hold on, oh, I lost it. Give me one second.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh, systems because it's, uh, it's slow it's someday, Wednesday.
[CUSTOMER][NEUTRAL] Let's see 01622812 M as in Mike L as in Lima and the number 8.
[AGENT][POSITIVE] Thank you. Could you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] Uh, I have a [PII], [PII], so she might be under the policy.
[AGENT][NEUTRAL] Thank you. You're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Or death policy looks like of course.
[AGENT][NEUTRAL] What is your place of service? Is it inpatient, outpatient, office visits?
[CUSTOMER][NEUTRAL] Uh, yes, yes, yes.
[CUSTOMER][NEUTRAL] It, it's gonna be, yeah, great question. I was about to ask, uh, answer. Uh, it's uh gonna be for outpatient hospital facility. Mhm.
[AGENT][NEUTRAL] So the member's policy has been active since [PII].
[AGENT][NEUTRAL] She's currently active. She has outpatient benefits.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Of $500 per calendar day and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, $5 per day, got it.
[AGENT][NEUTRAL] 500 per day, yes.
[CUSTOMER][NEUTRAL] Got it, and that'll be throughout the year, right? Mm.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Excuse me, sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 500 per day. Perfect.
[CUSTOMER][NEUTRAL] Alright, and it said [PII] [PII] it's been, it's been active since then, right? Is that correct? To make sure I got it right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Thank you for that. So I just need those two things. Just wanna make sure I have the spelling of your name correct and then I call reference and then I'm good to go.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] I got it right. Perfect. And then what would be the call reference, uh, for that, [PII]?
[AGENT][NEUTRAL] [PII], we don't provide those. however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Yeah, that's perfect. Yeah, that's no worries. Just so, so I have a reference point. You're good, perfect. And then today's today's day, right? Alright, perfect, beautiful. I appreciate your help and have a thank you have a wonderful day. I appreciate your help. Thanks so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] Thank you, you do the same. Good thanks for calling APL. Goodbye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You got it. Bye-bye.