AccountId: 011433970860
ContactId: b0d55a20-42d9-4bda-a1da-1aab03ba10bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101879 ms
Total Talk Time (AGENT): 54866 ms
Total Talk Time (CUSTOMER): 35931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b0d55a20-42d9-4bda-a1da-1aab03ba10bc_20250114T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify outpatient hospital benefits for the facility.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Uh, the identification number, policy number is 02424874ML and the number 8.
[AGENT][NEUTRAL] OK. And what's the patients, um, not the patients, but what's your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that. And we're checking outpatient facility.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, so the policy effective date is [PII].
[AGENT][NEUTRAL] The policy is active at this time?
[AGENT][NEUTRAL] And the maximum outpatient benefit.
[AGENT][NEUTRAL] It's up to $2500 that's per calendar year.
[AGENT][NEUTRAL] Information provided is verification, not a guarantee of payment and so far, at this time I don't show any of that benefit used.
[CUSTOMER][NEUTRAL] OK, um, would you be able to provide me with the reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], first initial last is [PII] and anything else, [PII] I could help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it. Thank you so much for your help.
[AGENT][POSITIVE] All [PII].
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.