AccountId: 011433970860
ContactId: a5eccd8e-e153-4f27-9913-068703a4d98d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157389 ms
Total Talk Time (AGENT): 61445 ms
Total Talk Time (CUSTOMER): 51288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a5eccd8e-e153-4f27-9913-068703a4d98d_20250226T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is Yo [PII]. I'm calling with South May Hospital. I'm hoping to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits your [PII]. Um, what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, no problem. That's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] This is for [PII], and date of birth is [PII]. And the policy number I have here is 02337147.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. This is a supplemental insurance policy. It's a gap insurance that helps with deductible, co-pay, and co-insurance. She has an inpatient benefit amount of $4000 and then she has an outpatient benefit amount of $1000 per calendar year.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] That was $1000 per for outpatient, that was $1000 per calendar year.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Awesome alrighty.
[CUSTOMER][POSITIVE] Perfect. That is really all I needed for today. If I can get your name one more time?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And do you guys provide reference numbers?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much hope you have a great day.
[AGENT][POSITIVE] You too, Yo [PII], thank you for calling APL. You have a great night.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.