AccountId: 011433970860
ContactId: dbc867ab-e97e-4034-b8ca-2ad060a1abc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119559 ms
Total Talk Time (AGENT): 61619 ms
Total Talk Time (CUSTOMER): 42017 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/dbc867ab-e97e-4034-b8ca-2ad060a1abc1_20250522T18:57_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII], and I'm calling from a hospital, Mount Siland Medical. I need to verify cover for for a patient, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with coverage today, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the policy number for the patient please ma'am?
[CUSTOMER][NEUTRAL] Sure, 01823139.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Calling for Mr. [PII], [PII], date of birth.
[AGENT][NEUTRAL] Alright, thank you, and it would be my pleasure to help you with the eligibility for [PII]. I'm showing that his policy is active. Effective date is [PII], and this is a secondary policy to the policyholders' Major Medical. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, ma'am, the coverage for outpatient services, outpatient hospital.
[AGENT][POSITIVE] Sure, let me get that benefit for you. It'd be my pleasure. He does have outpatient coverage up to $500 per calendar day. Now that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Got it wonderful.
[CUSTOMER][NEUTRAL] And you said $500 right? 500?
[AGENT][NEUTRAL] That that is correct and that is a per calendar day benefit.
[CUSTOMER][POSITIVE] Wonderful. Thank you so much, [PII], for that information. I think I got everything I needed.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with those benefits, [PII], thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too great weekend.
[AGENT][POSITIVE] You too. Thank you, too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.