AccountId: 011433970860
ContactId: b73ad3fd-d7bb-4660-a0f1-709354f59f71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164070 ms
Total Talk Time (AGENT): 76826 ms
Total Talk Time (CUSTOMER): 61830 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b73ad3fd-d7bb-4660-a0f1-709354f59f71_20250326T19:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], last name initial [PII] and I'm calling to verify outpatient benefits for this patient that's coming to an outpatient hospital facility, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02255.
[CUSTOMER][NEUTRAL] 707 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is going to be [PII], I mean, sorry, [PII].
[AGENT][POSITIVE] All right, thank you. And [PII], it would be my pleasure to help you with that outpatient benefit. I am showing that [PII]'s policy is active. Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to the policyholder's major medical insurance, and [PII] has outpatient coverage up to $1000 per calendar year. Now that is a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] And at this time, [PII], she has not used any of her benefits for [PII].
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. So just to confirm, she, she has a, a $1000 outpatient benefit for the year, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, no, and then um.
[CUSTOMER][NEUTRAL] That'll be all for today. And just to confirm one more last time, the effective date is going to be [PII], correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much. Can I get the reference of the call, please?
[AGENT][NEUTRAL] The reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility and benefits, [PII]. Thank you for calling APL and I hope you have a wonderful day as well and take care.
[CUSTOMER][NEUTRAL] You too. You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.