AccountId: 011433970860
ContactId: 8db54fde-37fd-4fb5-86b3-c1b0a32932f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97440 ms
Total Talk Time (AGENT): 44571 ms
Total Talk Time (CUSTOMER): 29581 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/8db54fde-37fd-4fb5-86b3-c1b0a32932f7_20250612T16:04_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Mount Plana Medical Center. I need to verify coverage please for one member.
[AGENT][NEUTRAL] All right, [PII]. Happy to verify benefits. What is your policy number?
[CUSTOMER][NEUTRAL] It is 022 03935 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. And then for documentation, may I have a good callback number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on here is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] And what is the maximum coverage amount?
[AGENT][NEUTRAL] See, so their outpatient benefit max for the year is gonna be 6000, uh, inpatient is 8500.
[AGENT][NEUTRAL] And I can check to see what they've used here.
[AGENT][NEGATIVE] Don't show that any benefits under those have been used thus far.
[CUSTOMER][POSITIVE] OK. Thank you so much and you have a wonderful day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you you too. Bye-bye.
[AGENT][NEUTRAL] I