AccountId: 011433970860
ContactId: 7eda6dbf-e46a-40e8-8b3e-debd60dbf0b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101040 ms
Total Talk Time (AGENT): 47127 ms
Total Talk Time (CUSTOMER): 28474 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7eda6dbf-e46a-40e8-8b3e-debd60dbf0b0_20250106T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling to verify outpatient hospital benefits for facility, please.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02336059.
[AGENT][NEUTRAL] OK phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that information. So we're checking eligibility and then outpatient hospital or facility benefits.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can get that information for you. I'm showing an effective date of [PII]. Uh, the policy is active at this time. The maximum outpatient benefit is up to $250 per calendar day, and the information provided is verification, not a guarantee of payment. And any other questions, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, just a reference number for the call.
[AGENT][NEUTRAL] My name and today's date, [PII]. First initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, got it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.