AccountId: 011433970860
ContactId: c5fb2857-2d02-4f88-a1d9-ade341e5a3a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108510 ms
Total Talk Time (AGENT): 38580 ms
Total Talk Time (CUSTOMER): 44723 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/c5fb2857-2d02-4f88-a1d9-ade341e5a3a0_20250319T18:16_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling on behalf of Memorial Hospital Pre Services Department, and um, I just need to see if this patient has active coverage.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 023268-08
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Outpatient, well he has another coverage.
[AGENT][NEUTRAL] I do show the outpatient
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right perfect and then.
[CUSTOMER][NEUTRAL] Give me a second, let me just take your info and then we're all set, um.
[CUSTOMER][NEUTRAL] OK, and then what was your name again?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][NEUTRAL] And then just a reference number.
[AGENT][NEUTRAL] Reference is just my name and today's date and time. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that is all thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Right.