AccountId: 011433970860
ContactId: 9bafbcf9-f700-46b5-ad58-89dfbec4f943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88080 ms
Total Talk Time (AGENT): 36998 ms
Total Talk Time (CUSTOMER): 37152 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9bafbcf9-f700-46b5-ad58-89dfbec4f943_20250318T19:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling uh for coverage of a patient scheduled for an outpatient service.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Is 0250646.
[CUSTOMER][NEUTRAL] wait 1 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $3000.
[CUSTOMER][NEUTRAL] 3000 per day.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Great, can I just have a reference please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, ma'am. Nothing further. Thank you. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.