AccountId: 011433970860
ContactId: 90aeb879-d197-4329-afda-4f67f8ce49d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136320 ms
Total Talk Time (AGENT): 69088 ms
Total Talk Time (CUSTOMER): 37211 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/90aeb879-d197-4329-afda-4f67f8ce49d9_20250129T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, you say your name is [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII] and I'm just calling for eligibility and benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is that you're, where are you calling from?
[CUSTOMER][NEUTRAL] Coral Ridge Outpatient center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02473373 MLB.
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And um we have an effective date for [PII] of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical and see, let me give you the outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Outpatient benefits is $300 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, and can I have a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like. And do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that should be all thank you so much for your help.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yeah.