AccountId: 011433970860
ContactId: a64461f0-45f4-4802-b6f8-a3ba3434f44b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116680 ms
Total Talk Time (AGENT): 39595 ms
Total Talk Time (CUSTOMER): 50112 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a64461f0-45f4-4802-b6f8-a3ba3434f44b_20250205T15:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] Last name [PII] [PII] I'm calling to um verify out patient benefits for this patient coming in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be um 14803.
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII]. The policy effective date is [PII]. The policy is active at this time.
[AGENT][NEUTRAL] And you said this is outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the maximum outpatient benefit is up to $500 per calendar day and information provided is verification, not a guarantee of payment. And did you have any other questions?
[CUSTOMER][NEUTRAL] No, that would be all. So, um, just to recap, um, the effective date is [PII]. They have an outpatient benefit of $500 per day and, um, yeah, I think, um, that's it. Can I have your name and a reference to the call, please?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date is your reference. [PII] First initial last name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, thank you so much. Have a great day.
[AGENT][POSITIVE] Oh you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.