AccountId: 011433970860
ContactId: 89114962-fc0e-42ce-a482-19c6f73761c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129940 ms
Total Talk Time (AGENT): 61369 ms
Total Talk Time (CUSTOMER): 49614 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/89114962-fc0e-42ce-a482-19c6f73761c7_20250401T13:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] calling from Memorial Regional Hospital, just calling to verify patients eligibility and coverage for outpatient services.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Of course, callback number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 025.
[CUSTOMER][NEUTRAL] 107.
[CUSTOMER][NEUTRAL] 16, M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is um looks like [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and for outpatient, we cover up to $750 per day. And is this for an outpatient hospital or office?
[CUSTOMER][NEUTRAL] Mhm. Outpatient hospital.
[AGENT][NEUTRAL] OK. Yes, ma'am. That's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Perfect and.
[CUSTOMER][NEUTRAL] That should be it, ma'am. Um, can I get a reference number for today's call, please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date and my name is spelled [PII] and my last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that should be it. Thank you so much for your help, EV. Take care.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.