AccountId: 011433970860
ContactId: d372b501-cb59-43ac-8b8c-806cfbaa7989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125540 ms
Total Talk Time (AGENT): 57729 ms
Total Talk Time (CUSTOMER): 46690 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d372b501-cb59-43ac-8b8c-806cfbaa7989_20250115T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon. My name is [PII]. I'm calling from a provider's office, and I wanted to, um, verify patients benefits.
[AGENT][NEUTRAL] OK, spell your first name, please?
[CUSTOMER][NEUTRAL] It's [PII]'s spelled [PII].
[AGENT][NEUTRAL] [PII]. OK. And you said you're checking eligibility and benefits. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Um, this is gonna be at in, um, um, for outpatients.
[AGENT][NEUTRAL] Outpatient facility or hospital?
[CUSTOMER][NEUTRAL] Uh, facility.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] That is 01827715 ML 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Annas, so I'm showing the policy effective date is [PII]. This policy is active at this time.
[AGENT][NEUTRAL] And let me pull up the benefit information for you.
[AGENT][NEUTRAL] So the maximum outpatient benefit is up to $500 per calendar day.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment. And any other questions and I I could assist with today?
[CUSTOMER][NEUTRAL] Uh, no, that was it. Um, can I just get a reference number for the call?
[AGENT][NEUTRAL] Sure, you'll use my name and today's date as your reference [PII] First initial of my last name is [PII], and anything else?
[CUSTOMER][POSITIVE] Nope, that's it thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.