AccountId: 011433970860
ContactId: 9cf4d8e6-f0c4-495e-8220-6a8b655c4136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138289 ms
Total Talk Time (AGENT): 46357 ms
Total Talk Time (CUSTOMER): 58471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9cf4d8e6-f0c4-495e-8220-6a8b655c4136_20250611T21:59_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to um verify some benefits for a patient.
[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] Uh yes, it would be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, I have 60801.
[AGENT][NEUTRAL] That's our payer ID.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] OK, so then,
[CUSTOMER][NEUTRAL] I, I do have a social, yes. It is [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[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 what's the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And will this be for inpatient or outpatient benefit?
[CUSTOMER][NEUTRAL] It is an outpatient surgery.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $1000.
[CUSTOMER][NEUTRAL] OK, and then if by any chance that converts into an inpatient, is it still 1000 or is there a different amount?
[AGENT][NEUTRAL] Um, let me check one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Inpatient per occurrence is $2000.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] 2000. OK, thank you for providing the information. By any chance, is there a reference number for our call?
[AGENT][NEUTRAL] Reference which is my name [PII]. Last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's everything. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good afternoon. Bye bye.