AccountId: 011433970860
ContactId: 85110466-12d8-490e-8457-7b5615e4b1ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207179 ms
Total Talk Time (AGENT): 100193 ms
Total Talk Time (CUSTOMER): 68922 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/85110466-12d8-490e-8457-7b5615e4b1ef_20250617T17:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify benefits, um, well, yeah, outpatient benefits for a patient that's coming to an outpatient hospital facility, please.
[AGENT][NEUTRAL] OK, I can help with that. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII], last name [PII] [PII]
[AGENT][NEUTRAL] Thank you [PII] and your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. And what is the policy number please for the patient?
[CUSTOMER][NEUTRAL] Yes, it's going to be.
[CUSTOMER][NEUTRAL] 126.
[CUSTOMER][NEUTRAL] 544.
[CUSTOMER][NEUTRAL] 2 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you very much. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much for the information, [PII], and you're calling for outpatient benefits. Give me one moment.
[CUSTOMER][POSITIVE] Mhm. Yes, ma'am. Thank you.
[AGENT][NEUTRAL] You're welcome. And I do apologize, this policy has termed as of [PII].
[AGENT][NEUTRAL] If you bear with me, let me just check please to see if there was an active policy on file for this member please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, thank you so much for your patience. I was able to locate an active policy number. I can provide that to you when you are ready, please.
[CUSTOMER][POSITIVE] Yes, please give me one minute and I'm ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. 246-2034.
[AGENT][NEUTRAL] OK, give me a second.
[AGENT][NEUTRAL] ML is after that. I'm so sorry, ML after that and for the outpatient benefits.
[AGENT][NEUTRAL] And they pay only per day max.
[CUSTOMER][NEUTRAL] So it's 246-2034 NL. I'm sorry.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] It's gonna be 2462034 ML.
[AGENT][POSITIVE] Yes, yes, thank you so much, [PII], apologize for that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And for the outpatient benefits, please note verification of benefits provided does not guarantee payment. The benefits pay on a per day max of up to $1000 excuse me, you said inpatient, is that correct?
[AGENT][NEUTRAL] You said location. OK, thank you. It's $1000 per calendar day.
[CUSTOMER][NEUTRAL] Outpatients.
[AGENT][NEUTRAL] Max.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much. And what is the effective date on that plan, please?
[AGENT][POSITIVE] OK, of course you're welcome. I'll get that information for you.
[AGENT][NEUTRAL] OK, it shows effective as of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][POSITIVE] Thank you so much, and would I be able to get your name and a reference to the call please?
[AGENT][NEUTRAL] OK, my name is [PII]. We do not provide a call reference numbers. You can use my name in today's date and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling APL and take care bye.
[CUSTOMER][NEUTRAL] You too bye bye.