AccountId: 011433970860
ContactId: f4a50583-1ce9-4f27-856e-d674b3f1d6d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92940 ms
Total Talk Time (AGENT): 40962 ms
Total Talk Time (CUSTOMER): 39272 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f4a50583-1ce9-4f27-856e-d674b3f1d6d2_20250213T17:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I just needed to get benefits and eligibility for a patient who's having surgery.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] And [PII], if I can please get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That would be 02169006 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now this will be considered outpatient or inpatient.
[CUSTOMER][NEUTRAL] Uh, outpatient ambulatory.
[AGENT][NEUTRAL] OK, I do show the outpatient per day maximum is $500.
[CUSTOMER][NEUTRAL] OK, per day max.
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][NEUTRAL] And that's just for the facility.
[AGENT][POSITIVE] That's for everything outpatient, only 500 per day. That's correct.
[CUSTOMER][NEUTRAL] Everybody, so, OK, so first come, first served.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First come first, OK.
[CUSTOMER][NEUTRAL] Alright, [PII], is there a call reference number?
[AGENT][NEUTRAL] Uh, reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That'll be it. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.