AccountId: 011433970860
ContactId: d216ba1b-4585-4522-8dda-cee4bb940aa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92879 ms
Total Talk Time (AGENT): 29360 ms
Total Talk Time (CUSTOMER): 29558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d216ba1b-4585-4522-8dda-cee4bb940aa6_20250313T21:09_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling from Mountite Medical. We are a facility in [PII]. I need to verify coverage for a patient we have in common, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01960246
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [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 were you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient, please.
[AGENT][NEUTRAL] So the outpatient per day maximum is $200.
[CUSTOMER][NEUTRAL] Birthday [PII] got it.
[CUSTOMER][POSITIVE] Uh, thank you so much. I think I got everything I need. Appreciate your help and your time.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.