AccountId: 011433970860
ContactId: 647768b5-f9ad-4c6a-80e2-39dd8b920a86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232350 ms
Total Talk Time (AGENT): 82030 ms
Total Talk Time (CUSTOMER): 75820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/647768b5-f9ad-4c6a-80e2-39dd8b920a86_20250609T17:46_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling for a benefits for this patient.
[AGENT][NEUTRAL] OK, may I have your name? I can help you with this.
[CUSTOMER][NEUTRAL] And eligibility.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My name is [PII] Last [PII]. Can I have your last initial?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, before that, I'm sorry, spell your first name again?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] My name is spelled as [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're welcome and may I have your call back number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Thank you so much. And what's the policy number?
[CUSTOMER][NEUTRAL] It's 02550885.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 7.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let me repeat that to you, please, just to make sure I have that right. I have that as 02550885 ML 7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, correct. This is for [PII], [PII]. Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you so much for that information. Now, would you need inpatient or outpatient benefits for her?
[CUSTOMER][NEUTRAL] Inpatient
[AGENT][NEUTRAL] OK, so the member has been admitted into the hospital. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm. I just want to know if the, uh, the effective date.
[CUSTOMER][NEUTRAL] For this patient.
[AGENT][NEUTRAL] OK. The effect of that.
[AGENT][NEUTRAL] The effective date shows [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] OK, just give me one sec here.
[CUSTOMER][NEUTRAL] How about for office visit for this patient?
[AGENT][NEUTRAL] OK, so for outpatient office visits, please note verification of benefits provided does not guarantee payment, um, and I do apologize, she does not have a benefit to cover for an office visit.
[CUSTOMER][NEUTRAL] OK, so, uh, not covered, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is that, OK. How about for outpatient benefits?
[AGENT][NEUTRAL] OK, the benefits pay on a per day max of up to $300.
[CUSTOMER][NEUTRAL] $300.
[CUSTOMER][NEUTRAL] Max benefits is $300 right?
[AGENT][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] Per day.
[AGENT][NEUTRAL] Yes, per day.
[CUSTOMER][NEUTRAL] OK, I think that's all I. Can I have the reference number?
[AGENT][NEUTRAL] We do not provide reference numbers. You can use my name in today's date. Anything else I can help you with, please, ma'am?
[CUSTOMER][POSITIVE] Oh, OK, no problem.
[CUSTOMER][POSITIVE] No, that's all. Thank you. Have a good one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You as well. Thanks for calling AP. Take care. Bye.
[CUSTOMER][NEUTRAL] Bye.