AccountId: 011433970860
ContactId: eda65799-3e39-4a0c-8d18-3fa29a341685
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145600 ms
Total Talk Time (AGENT): 61947 ms
Total Talk Time (CUSTOMER): 50380 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/eda65799-3e39-4a0c-8d18-3fa29a341685_20250515T20:43_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], my name is [PII]. I'm calling from Montana Medical Center, and I'm trying to verify the benefits for a patient here at the hospital.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. Are you needing inpatient benefits?
[CUSTOMER][NEUTRAL] Yes, inpatient.
[AGENT][NEUTRAL] OK. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Policy number is 02549537ML7.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the um maximum for the inpatient benefits is $2000 per calendar year.
[AGENT][NEUTRAL] Did you want me to see if any of the 2000 has been used for this year?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, so far he has not used any of the benefits for [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would you be able to tell me the outpatient also?
[AGENT][NEUTRAL] Yes, hold on one moment.
[CUSTOMER][NEUTRAL] Might as well have them both.
[AGENT][NEUTRAL] Yes, um, outpatient is 1000 per calendar year, and they haven't used that, um, that max either.
[CUSTOMER][POSITIVE] Perfect thank you so much and uh may I have a reference number for the call?
[AGENT][NEUTRAL] Sure, sir, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much [PII] have a good day.
[AGENT][POSITIVE] You're welcome. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.