AccountId: 011433970860
ContactId: 9f19416a-491a-46db-8924-2d6cca4fb9ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110370 ms
Total Talk Time (AGENT): 31447 ms
Total Talk Time (CUSTOMER): 25857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/9f19416a-491a-46db-8924-2d6cca4fb9ce_20250325T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify benefits for outpatient hospital.
[AGENT][POSITIVE] OK, I can verify benefits for you. Can I get uh your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 02291423 M Mary L Larry, the number 8.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a basic outline of the policy.
[AGENT][NEUTRAL] You said outpatient hospital?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, give me just a moment pulling that up.
[AGENT][NEUTRAL] Uh, for the outpatient benefit they have 1500 per calendar year benefit.
[CUSTOMER][NEUTRAL] And the effective date?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][POSITIVE] OK, that's all I needed. Thank you for your help.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] OK.