AccountId: 011433970860
ContactId: 8ff0b9f4-6c01-4d6e-9951-c5a5f3212c3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237580 ms
Total Talk Time (AGENT): 70631 ms
Total Talk Time (CUSTOMER): 54802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8ff0b9f4-6c01-4d6e-9951-c5a5f3212c3a_20250331T12:09_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm just calling to verify uh eligibility for a patient.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII], and I'm calling from UVA Medical Center.
[AGENT][NEUTRAL] OK, and so is OK hospital outpatient, is it an outpatient facility?
[AGENT][NEUTRAL] You said medical center I think I heard you.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] It's a medical facility. It's inpatient and outpatient.
[AGENT][NEUTRAL] OK, are you wanting outpatient benefits or inpatient?
[CUSTOMER][NEUTRAL] Uh, let me see, he actually came in already. This is for.
[CUSTOMER][NEUTRAL] Looks like it was an outpatient visit.
[AGENT][NEUTRAL] OK, spell your name for me.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] I have 02287977.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me one moment please.
[CUSTOMER][NEUTRAL] True.
[AGENT][NEUTRAL] Thank you for holding. If you can verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing an effective date of [PII]. This policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $3000 that is per calendar year and any information provided is verification, not a guarantee of payment, and currently for year [PII], let's see if he's used any.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing we've paid out $3,066.86 at this time.
[CUSTOMER][NEUTRAL] OK, and I also have the um PO box as [PII] in [PII].
[AGENT][NEUTRAL] State [PII] zip code [PII]. Is that what you have?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, that is correct.
[CUSTOMER][NEUTRAL] Is there an EDI number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alrighty, OK, thank you, that's what I needed your reference number for the call.
[AGENT][NEUTRAL] Alright, no other questions. Thanks for calling APL and you'll use my name in today's date as your reference [PII] First initial of my last name is [PII]
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] All right, [PII]. Have a good day as well.
[CUSTOMER][NEUTRAL] That'll be all.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.