AccountId: 011433970860
ContactId: e9fc1566-d9c1-4c73-b6c0-ca14914a06c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115220 ms
Total Talk Time (AGENT): 56168 ms
Total Talk Time (CUSTOMER): 42967 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e9fc1566-d9c1-4c73-b6c0-ca14914a06c4_20250616T12:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Montana Medical Center, and I'm trying to verify the coverage for a patient here at the hospital.
[AGENT][POSITIVE] I'm sure I said all I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 02353000 ML7.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for inpatient benefits.
[AGENT][NEUTRAL] OK, for inpatient, we cover up to 1000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Copay coinsurance and deductible.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so much [PII]. May I have a reference number for the call?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APO. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm.