AccountId: 011433970860
ContactId: f077c484-b087-46f4-843b-43629379adec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252619 ms
Total Talk Time (AGENT): 111768 ms
Total Talk Time (CUSTOMER): 54938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f077c484-b087-46f4-843b-43629379adec_20250327T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for APL. This is [PII] calling. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name initial, [PII]. I'm calling in regards to patients to get their outpatient hospital benefit for the for the year.
[AGENT][NEUTRAL] OK, and may I have your name again?
[CUSTOMER][NEUTRAL] [PII] name [PII].
[AGENT][NEUTRAL] [PII], thank you one moment. What is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, what is the policy number?
[CUSTOMER][NEUTRAL] 02313057 MLA.
[AGENT][NEUTRAL] OK, I have that as 02313057 ML8. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][NEUTRAL] OK, and you're calling for outpay benefits for hospitals. Give me one second please. I can help you with that. Now, did this particular policy shows that you're welcome. It shows that it turned as of [PII] for the patient. Um, give me one moment to check to see if she has an active policy, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does have an active policy, and that policy number is when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 02467683 ML 8.
[CUSTOMER][NEUTRAL] Um, A as in apple.
[AGENT][NEUTRAL] The number 8
[CUSTOMER][NEUTRAL] Oh, the number 8. OK, I'm sorry.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Perfect thank you so much for that.
[AGENT][NEUTRAL] You're welcome, and this policy shows effective as of [PII] it shows active and for outpatient benefits.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. We will pay up to $8500 for the calendar.
[AGENT][NEUTRAL] And I can check to see if anything has been accumulated towards that one moment.
[CUSTOMER][NEUTRAL] OK, you said it's 8500?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] In one moment, let me check to see any accumulation towards that.
[AGENT][NEUTRAL] Currently she has accumulated $5,474.20.
[CUSTOMER][NEUTRAL] I'm sorry, you said 5400?
[AGENT][NEUTRAL] Yes, $5,474.20 has been used.
[CUSTOMER][POSITIVE] $5,474.20. OK. Thank you so much for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] Can I have your name again? I'm sorry?
[AGENT][NEUTRAL] OK, my name is [PII]. We do not use reference numbers, but you can use my name and today's date. My last initial is [PII]. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] Uh no, that's gonna be it, [PII]. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day bye.
[CUSTOMER][POSITIVE] You too thank you.