AccountId: 011433970860
ContactId: 78070ad1-1ac4-4e4f-a71b-e4430e108a1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100029 ms
Total Talk Time (AGENT): 38803 ms
Total Talk Time (CUSTOMER): 32629 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/78070ad1-1ac4-4e4f-a71b-e4430e108a1a_20250310T12:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Bas compartment I Institute. I would like to check coverage on one of your members.
[AGENT][NEUTRAL] OK, and so is this for an office setting?
[CUSTOMER][NEUTRAL] Um, for an outpatient surgical, um, procedure at the hospital?
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02449070
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, his name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII]. I'm showing an effective date of [PII], and then I'm pulling up the benefits and we can provide that information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] So I'm showing the maximum outpatient benefit is up to $500 per calendar day.
[AGENT][NEUTRAL] And any any information provided is verification, not a guarantee of payment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other questions I could help out with today?
[CUSTOMER][POSITIVE] No, that'll be all for now. Thank you so much for your help. OK, have a wonderful day.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.