AccountId: 011433970860
ContactId: 852b6adc-89a9-43cf-9363-adf2cac7e89a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160539 ms
Total Talk Time (AGENT): 78063 ms
Total Talk Time (CUSTOMER): 53598 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/852b6adc-89a9-43cf-9363-adf2cac7e89a_20250618T22:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to, um, verify benefits of our patient. Did I reach the correct number?
[AGENT][POSITIVE] Yes, ma'am, you have. I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Uh, call back is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's Holy Cross Hospital.
[AGENT][NEUTRAL] OK, thank you. And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's actually gonna be under her husband's, so do you need his or um her information?
[AGENT][NEUTRAL] The, just the patience.
[CUSTOMER][NEUTRAL] OK, so it's gonna be [PII], um last name [PII]
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is this um the policy number that Ms. [PII] is under?
[CUSTOMER][NEUTRAL] It's gonna be 01887317 ML 8.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits, it's not a guarantee of payment. This is a supplemental insurance policy. It's billed secondary to the primary. It helps with deductible, co-pay and co-insurance. If she goes inpatient, she has a benefit amount of um $6600.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] An outpatient calendar year benefit amount is also $6600 to help with deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, and then can I get a call reference uh for this number for this call?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, sure. That was all I needed.
[AGENT][POSITIVE] OK, Ms. [PII], you have a wonderful night. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.