AccountId: 011433970860
ContactId: c80c3426-ef66-4fbc-a6ea-b72c99e95dcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132210 ms
Total Talk Time (AGENT): 47849 ms
Total Talk Time (CUSTOMER): 42891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c80c3426-ef66-4fbc-a6ea-b72c99e95dcb_20250320T17:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Batson Hospital to check benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, that's [PII]
[AGENT][NEUTRAL] And is there if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, of course that's [PII].
[AGENT][NEUTRAL] Thank you for that. What's the um policy number?
[CUSTOMER][NEUTRAL] OK, so I have here 01611724 M for Mary, L for Larry, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, first name [PII] and it's [PII]. Last name, date of birth [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] Hospital outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $1500.
[CUSTOMER][NEUTRAL] OK, do you know if she has met anything?
[AGENT][NEUTRAL] Um, let's see one moment.
[AGENT][NEUTRAL] I'm not sure if she's used any benefits for the [PII] years, so she has the full amount available.
[CUSTOMER][NEUTRAL] OK perfect do you have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as in [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] OK, no, that would be all thank you so much have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.