AccountId: 011433970860
ContactId: ea7f4c44-dcd8-4d45-a9dc-8ea0d1588af8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94989 ms
Total Talk Time (AGENT): 31191 ms
Total Talk Time (CUSTOMER): 36375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/ea7f4c44-dcd8-4d45-a9dc-8ea0d1588af8_20250410T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] with Saint Luke's North on a recorded line for quality and training purposes. Needs to verify uh eligibility and coverage on a policy for uh outpatient surgery.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Um, do you have a good uh callback number?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 02511206.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Arrest [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy. I show the policy is active and effective [PII].
[AGENT][NEUTRAL] And outpatient surgery, let me see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So for their outpatient benefit, they have a $5000 calendar year benefit.
[CUSTOMER][NEUTRAL] So that's the max you would pay out?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is that OK, $5000 max benefit for outpatient surgery? OK, and would authorization be needed?
[AGENT][NEUTRAL] It is not required.
[CUSTOMER][POSITIVE] OK all right um thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks.