AccountId: 011433970860
ContactId: e5990323-f9a4-438d-b14c-daa57ab7603f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141229 ms
Total Talk Time (AGENT): 70959 ms
Total Talk Time (CUSTOMER): 33240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e5990323-f9a4-438d-b14c-daa57ab7603f_20250129T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, what was your name again? I'm sorry?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Doctor's Hospital. I needed to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility and benefits. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK, what is um [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her policy number please?
[CUSTOMER][NEUTRAL] 1480294
[AGENT][NEUTRAL] OK, let me look the policy up.
[AGENT][NEUTRAL] OK, [PII], I do see that [PII] does have an active policy. Her effective date is [PII], and this is just to verify her coverage. It's not a guarantee of payment. She has a supplemental insurance policy that is billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $4000 and then she also has an outpatient benefit per calendar day of $500.
[CUSTOMER][NEUTRAL] OK, per day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and then if I can get the first initial to your last name and a reference number for this call.
[AGENT][NEUTRAL] Yes ma'am, you can use my name and the initial is [PII] and you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.