AccountId: 011433970860
ContactId: 7250981b-b9b8-400b-b220-7865e9b6e1f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114449 ms
Total Talk Time (AGENT): 57940 ms
Total Talk Time (CUSTOMER): 46059 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/7250981b-b9b8-400b-b220-7865e9b6e1f5_20250117T19:39_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Doctor's Hospital. I'm calling to get benefit and eligibility on a patient for surgery they're having.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility, [PII]. In case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is, let me see here.
[CUSTOMER][NEUTRAL] 1,480,330 ML7 guess it's probably MLA or something.
[AGENT][POSITIVE] Thank you, and it was
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1,480,330 ML 7.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. I do show this is meddling coverage, so this coverage would be secondary. I show it's currently active, effective [PII]. This policy covers outpatient up to $500 per calendar day, and it also covers inpatient up to $4000 per calendar year. And I just must advise that this is just a verification of coverage and benefits. It does not guarantee payment.
[CUSTOMER][NEUTRAL] OK, and you said 500 per calendar date?
[AGENT][NEUTRAL] Yes, for outpatient.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much. Is there a reference number to this call?
[AGENT][NEUTRAL] It'll be just my name in today's date and it's [PII] spelled [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much. That's all I needed, you know, appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thanks bye.