AccountId: 011433970860
ContactId: dadee9e6-0ff4-48e5-bf2c-99b02456830d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113620 ms
Total Talk Time (AGENT): 48895 ms
Total Talk Time (CUSTOMER): 28189 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/dadee9e6-0ff4-48e5-bf2c-99b02456830d_20250320T19:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I was calling to get outpatient benefits for a member. My name is [PII].
[AGENT][POSITIVE] Sure, I can assist you with outpatient benefits, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling from which facility for annotation?
[CUSTOMER][NEUTRAL] Galloway Endoscopy Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, 02415262.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you. 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. And we have an outpatient maximum of 250 per covered person per calendar day.
[CUSTOMER][NEUTRAL] And can I have the effective date as well?
[AGENT][NEUTRAL] Oh, sure, yes. Let me get that for you. One moment.
[AGENT][NEUTRAL] All right. We have an effective date of [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye