AccountId: 011433970860
ContactId: 78d48147-9b32-4e83-939c-fc111e54b11d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143979 ms
Total Talk Time (AGENT): 49650 ms
Total Talk Time (CUSTOMER): 57188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/78d48147-9b32-4e83-939c-fc111e54b11d_20250529T20:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] Last name [PII] I'm just calling to verify outpatient benefits things for this patient that's coming to um the hospital.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that's going to be.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] 1984 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you are wanting, um, benefits?
[CUSTOMER][NEUTRAL] Yes, for outpatient benefits for the yearly.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefit given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance only, we'll pay up to $200 per calendar day.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, perfect. And then, so just to confirm, [PII] is the effective date and then the outpatient benefit of $200 per day, is this correct?
[AGENT][POSITIVE] That is correct. Mhm.
[CUSTOMER][NEUTRAL] Thank you. And then you said your name is [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and the reference for the call is just the name and date and time, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Bye. Have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.