AccountId: 011433970860
ContactId: 7e780992-3b21-4753-bd9d-77898d4b3365
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118040 ms
Total Talk Time (AGENT): 63361 ms
Total Talk Time (CUSTOMER): 33637 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7e780992-3b21-4753-bd9d-77898d4b3365_20250422T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Piedmont Augusta Hospital. I need to verify benefits for a patient, please.
[AGENT][POSITIVE] OK, sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 02356134.
[AGENT][NEUTRAL] OK. Thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claim. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and and is there a reference number for our call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um, it's spelled [PII] Last initial [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much for your help.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Mhm