AccountId: 011433970860
ContactId: eedd6163-7603-45d0-b52f-84927aee0941
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124860 ms
Total Talk Time (AGENT): 66817 ms
Total Talk Time (CUSTOMER): 35512 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/eedd6163-7603-45d0-b52f-84927aee0941_20250424T17:57_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] Yes, good afternoon, [PII]. This is [PII]. I'm calling to verify uh benefits for outpatient hospital for a facility, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the outpatient benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure. OK, [PII]. The policy number is 02337147.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I have the policy here. I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] 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].
[AGENT][NEUTRAL] And hold on one moment, the benefits are coming up now.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $1000 per calendar year. There's um no deductible unless it's in an emergency room, then it's a $500 deductible per occurrence. Um.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] But for the outpatient hospital or freestanding outpatient surgery center, um, that would, that would just be under outpatient at 1000 per calendar year.
[CUSTOMER][NEUTRAL] OK, um, can you confirm whether or not, um, anything has been used?
[AGENT][NEUTRAL] Sure, let me check, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] Um, so, so far for [PII], none of the benefits have been used.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. Have a wonderful day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that was it. Thank you again.
[AGENT][POSITIVE] Alright, thanks for calling APO you're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.