AccountId: 011433970860
ContactId: e916f8db-0fad-42a3-8bd7-70889b009593
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189119 ms
Total Talk Time (AGENT): 50065 ms
Total Talk Time (CUSTOMER): 64440 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/e916f8db-0fad-42a3-8bd7-70889b009593_20250321T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII] here at Memorial Hospital Preservices. I'm hoping to speak with someone regarding or just verify benefits for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you verifying.
[AGENT][NEUTRAL] It's do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Um, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, 015489.
[CUSTOMER][NEUTRAL] I'm sorry, um, start over 01548597 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] And can you verify
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And it's not a guarantee of payment just a basic outline of the policy, um, I show her effective.
[AGENT][NEUTRAL] 6118 and active.
[AGENT][NEUTRAL] And let's see, did you say this for outpatient benefits?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] I'm here, yeah, yeah, yeah, I said yes.
[AGENT][NEUTRAL] Oh, OK, sorry, I
[AGENT][POSITIVE] I hear you. I'm sorry.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It might be my phone.
[AGENT][NEGATIVE] It could be mine too. I was having some trouble.
[AGENT][NEUTRAL] Yesterday, so.
[AGENT][NEUTRAL] Let's see here
[AGENT][NEUTRAL] OK, it looks like for outpatient benefits she has a $5000.
[AGENT][NEUTRAL] Or calendar year maximum.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And what is the date her policy was uh made effective?
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you that's that's really all the information I needed. Just need to verify that. Thank you for your time today. Can you just provide me your name and the reference number for this call, please?
[AGENT][NEUTRAL] Um, so reference number will just be my name [PII] and.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] Perfect again thank you for your help and the information today, [PII] have a wonderful day.
[AGENT][POSITIVE] OK, thank you for calling APL you too.
[CUSTOMER][NEUTRAL] Bye.