AccountId: 011433970860
ContactId: bbb93c54-3e21-4093-809e-370f04b8e226
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92690 ms
Total Talk Time (AGENT): 38900 ms
Total Talk Time (CUSTOMER): 28660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/bbb93c54-3e21-4093-809e-370f04b8e226_20250404T16:00_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify benefits for outpatient hospital.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII], what is the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] 01245041 M as in Mary, L as in Larry the number 8.
[AGENT][NEUTRAL] Could you repeat that number again for me?
[CUSTOMER][NEUTRAL] From the beginning?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 01245041 ML 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Arca 2764.
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. He has outpatient benefits of $2500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and he has not utilized any of his benefits for [PII].
[AGENT][NEUTRAL] And I apologize. What was your name?
[CUSTOMER][NEUTRAL] OK, how much was that again?
[AGENT][NEUTRAL] 25,002,500.