AccountId: 011433970860
ContactId: a0ed186a-0592-4ab9-90da-0c9fecf58bf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98879 ms
Total Talk Time (AGENT): 57597 ms
Total Talk Time (CUSTOMER): 25984 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a0ed186a-0592-4ab9-90da-0c9fecf58bf0_20250102T14:45_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm just looking to verify uh benefits on a patient please or eligibility.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I can assist you with the eligibility and benefits, and may I have your name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01456248
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Mm perfect.
[AGENT][NEUTRAL] OK, what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] OK. 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 a disclaimer. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical and we have an outpatient maximum of 2000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK perfect and just a reference number for our call please.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Miss [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APL. Bye bye.