AccountId: 011433970860
ContactId: ad7649e9-bb99-4cce-80df-58e27c0884a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119879 ms
Total Talk Time (AGENT): 54671 ms
Total Talk Time (CUSTOMER): 60747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ad7649e9-bb99-4cce-80df-58e27c0884a8_20250123T21:36_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was calling on a patient um that's gonna be having outpatient surgery, and I wanted to check their benefits.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] I'm [PII]
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] I have here, uh, she gave me OP uh cert which was 01878896 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] area code [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. So I show the policy effective date is [PII]. This policy is active at this time and we're looking for outpatient facility, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so the maximum, I have that information. The maximum outpatient benefit is up to $500.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Per calendar day per calendar day, um, and the information, uh, this information is just verification, not a guarantee of payment and [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, is there a reference number to this conversation?
[AGENT][NEUTRAL] You'll you'll use my name in today's date as your reference, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right, excellent. And then it was max of $500. Excellent. I'll go ahead and communicate that with the patient right away. Thank you so much again for your time and kindness. Have a beautiful day.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] And that's per calendar day.
[CUSTOMER][POSITIVE] OK, calendar date. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome. You're welcome.