AccountId: 011433970860
ContactId: 850f6ad8-4ee0-4d2f-8062-2ccdb3caa02d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180770 ms
Total Talk Time (AGENT): 76175 ms
Total Talk Time (CUSTOMER): 59078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/850f6ad8-4ee0-4d2f-8062-2ccdb3caa02d_20250422T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I wanted to verify this, uh, the gap insurance. I'm from the hospital. I'm working calling for the husband.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Um it's [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] The policy number is 01895255.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you [PII] one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me just repeat the policy number because I did not show that member under this policy number. I have that as 01895255 ML8.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, 5252, sorry, 525252.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] M for Maria and L and L for Louis.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and re verify the date of birth for the number please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me.
[AGENT][POSITIVE] OK, I have that pulled up. Thank you so much, and you're calling for inpatient or outpatient benefits? I'm sorry.
[CUSTOMER][NEUTRAL] It's uh I think it's the patient, let me see.
[CUSTOMER][NEUTRAL] It's inpatient because it's an emergency room.
[AGENT][NEUTRAL] OK, so that would be outpatient. So let me just give you outpatient and then and, OK, alright, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, the policy shows effective as of [PII], and it shows that it's currently active and for outpatient benefits. Please note verification of benefits provided does not guarantee payment. We pay up to $2500 for outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26 1 [PII]. Sure. And your name is [PII], correct?
[AGENT][NEUTRAL] That is correct and my last initial is [PII]. We do not use the reference number, so you can use my name in today's state, [PII]. Uh, anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's everything that's everything.
[AGENT][POSITIVE] OK, thank you so much for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And you.
[AGENT][NEUTRAL] Bye.