AccountId: 011433970860
ContactId: 887e305d-b330-4998-bf6c-4deebb1aeb03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142199 ms
Total Talk Time (AGENT): 69570 ms
Total Talk Time (CUSTOMER): 65568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/887e305d-b330-4998-bf6c-4deebb1aeb03_20250107T13:03_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, good morning. I am calling from a outpatient facility. um, I have a member, uh, coming in for services. I'd like to check her benefits please.
[AGENT][NEUTRAL] OK, what is your name, ma'am?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], what's the
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Your name is [PII]?
[CUSTOMER][NEUTRAL] No, May, like as in April, May next month.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And what's the policy, what's the policy number, May?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 02013270, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, repeat again the nature of your call?
[CUSTOMER][NEUTRAL] Um, calling for the coverage.
[AGENT][NEUTRAL] OK, eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] No, this is at the outpatient hospital. It's a surgery.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], on [PII].
[AGENT][NEUTRAL] Thank you for that information, May. The policy effective date is [PII]. Policy is active at this time, and let's see, the maximum outpatient benefit is up to $1500. That's, this is a per calendar year benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The information provided is verification, not a guarantee of payment, and I don't show any benefits used at this time.
[AGENT][NEUTRAL] For this year.
[CUSTOMER][NEUTRAL] Oh, OK, I think so she has 1500 available to our outpatient.
[AGENT][NEUTRAL] Uh, at this time, correct.
[CUSTOMER][NEUTRAL] OK, OK, very good, um, [PII], can I have a confirmation number please if you, if there's one.
[AGENT][NEUTRAL] You'll use my name in today's date as confirmation or reference for today's call. It's T as in Tom.
[AGENT][NEUTRAL] Oh NYA first initial of my last name is [PII] and may, any other questions I can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, that is all, thank you very much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.