AccountId: 011433970860
ContactId: df41c977-9589-4cc1-94c5-547de1d07cba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124089 ms
Total Talk Time (AGENT): 65774 ms
Total Talk Time (CUSTOMER): 39419 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/df41c977-9589-4cc1-94c5-547de1d07cba_20250307T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon, this is [PII] calling from Memorial Regional Hospital just calling to verify patients eligibility and coverage for outpatient services.
[AGENT][POSITIVE] It would be my pleasure to assist you with those uh eligibility and benefits, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is 02473405.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII] or [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, [PII]. Now [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is for [PII].
[AGENT][NEUTRAL] This policy is secondary to her primary.
[AGENT][NEUTRAL] And she does have outpatient coverage up to $300. That is a per calendar day benefit.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][POSITIVE] Perfect, let's see here.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, just a reference number, please.
[AGENT][NEUTRAL] It's gonna be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help, [PII]. Take care.
[AGENT][POSITIVE] My pleasure to help you with those benefits, [PII], and also please note all benefits given over the phone is a verification of coverage, not a guarantee of payment. I hope you have a lovely weekend, [PII].
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL bye bye.