AccountId: 011433970860
ContactId: c44f5cd7-21ef-4bec-b740-043a7d5c7690
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146250 ms
Total Talk Time (AGENT): 82292 ms
Total Talk Time (CUSTOMER): 32550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c44f5cd7-21ef-4bec-b740-043a7d5c7690_20250609T19:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] with Saint Francis Hospital. I need to get eligibility eligibility and benefits on a patient please.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits, Miss [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02572564
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. OK, and you said you need eligibility and benefits, and this is gonna be for outpatient or inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient surgery.
[AGENT][NEUTRAL] OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Uh, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of, let's see.
[AGENT][NEUTRAL] 1000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK, have they used any of that 1000?
[AGENT][POSITIVE] I can check for you.
[AGENT][NEUTRAL] He has not used his benefits as of today for [PII], so you still have the full amount available.
[CUSTOMER][NEUTRAL] OK perfect and how do you spell your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Alright, and then can I get a reference number please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'd be it thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.