AccountId: 011433970860
ContactId: 658aff41-f251-4830-a276-e5d056d27c19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104709 ms
Total Talk Time (AGENT): 39874 ms
Total Talk Time (CUSTOMER): 39705 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/658aff41-f251-4830-a276-e5d056d27c19_20250304T21:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to just to verify this patient's coverage.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And you said your name is [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Child
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Can I have a policy number of the member?
[CUSTOMER][NEUTRAL] Yes, 02141769 ML 7.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits and eligibilities for what place of service?
[CUSTOMER][NEUTRAL] It's going to be Memorial Regional Hospital, so patients coming in for outpatient surgery at the hospital.
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] Disney member has outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of $500 per calendar day and this is not a guaranteed benefits may just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, perfect. [PII], is there a reference number to our call?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much and have a great afternoon.
[AGENT][POSITIVE] Thanks for calling APA have a great day. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.