AccountId: 011433970860
ContactId: f1d15bf1-fa25-4540-ae5d-59f31c63038b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106889 ms
Total Talk Time (AGENT): 52816 ms
Total Talk Time (CUSTOMER): 31437 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f1d15bf1-fa25-4540-ae5d-59f31c63038b_20250210T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling to verify the eligibility and benefits of a patient.
[AGENT][NEUTRAL] OK. I can help you, [PII]. Is this for service at a doctor's office?
[CUSTOMER][NEUTRAL] No, at a facility, outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] 02541403 ML 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that information and we're checking eligibility and then uh facility, outpatient facility benefits, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII]. Uh, the policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit is up to $2000.
[AGENT][NEUTRAL] Per calendar day.
[AGENT][NEUTRAL] And this information is verification, not a guarantee of payment. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that was all. Can I get a reference number, please?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as your reference. It's [PII] A, first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.