AccountId: 011433970860
ContactId: 9f586784-0db2-4979-9f38-cd7e73995500
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129550 ms
Total Talk Time (AGENT): 56954 ms
Total Talk Time (CUSTOMER): 42916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/9f586784-0db2-4979-9f38-cd7e73995500_20250416T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling to check eligibility and benefits for one of our patients.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. And now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it's 01988244 ML8.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for outpatient um hospital visit.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, so it's just 500 and is all of that available?
[AGENT][NEUTRAL] Um, it's a daily benefit, so it's 500 per day.
[CUSTOMER][POSITIVE] Oh, got you. OK. Thank you so much for that, [PII]. I appreciate your help and have a wonderful evening.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] OK. Thank you again, [PII], for calling APL. You have a wonderful evening as well. Mm, bye.
[CUSTOMER][POSITIVE] Thanks. Bye bye.