AccountId: 011433970860
ContactId: 710e6c5e-9ce8-4c88-9546-d1da86a2021f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110589 ms
Total Talk Time (AGENT): 57004 ms
Total Talk Time (CUSTOMER): 39773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/710e6c5e-9ce8-4c88-9546-d1da86a2021f_20250110T15:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, my name is [PII]. I was calling to get benefits and eligibility innovation.
[AGENT][NEUTRAL] You can help me, [PII], is this for service in the doctor's office?
[CUSTOMER][NEUTRAL] Um, an outpatient, uh, no office visit.
[AGENT][NEUTRAL] Outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, perfect. Policy number is 02550245 M like Mary L like Larry number 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and I'm sorry your name was again?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII], and you'll use my name and today's status reference for today's call.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Perfect [PII], thank you.
[AGENT][NEUTRAL] Yeah, you're welcome. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] OK, thank you [PII], and we're checking eligibility and then outpatient facility correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, the policy effective date is [PII], um, currently active at this time.
[AGENT][NEUTRAL] And I show the maximum outpatient benefit is up to $3000.
[AGENT][NEUTRAL] That's per calendar day.
[AGENT][POSITIVE] And information provided is there mhm it's pretty good benefit information provided.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, that sounds
[AGENT][NEUTRAL] Information provided is verification only, not a guarantee of payment and did you have any other questions I could assist with today, [PII]?
[CUSTOMER][POSITIVE] Nope, that would actually be all. So I think, um, yeah, I will waits per day, yeah, so I don't need to know anything. OK, yeah, thank you so much for your help though, [PII]. You have a wonderful day.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Goodbye.