AccountId: 011433970860
ContactId: f7d0e35e-b824-4b05-a456-9278f4f7d083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164009 ms
Total Talk Time (AGENT): 85555 ms
Total Talk Time (CUSTOMER): 47995 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f7d0e35e-b824-4b05-a456-9278f4f7d083_20250421T21:53_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, this is that I I'm calling on behalf of Mount Si. I have a patient scheduled for an outpatient visit, and I'm trying to verify, uh, their coverage with you guys.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility and benefits. And um I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII], and your name?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] My name is [PII] last initial [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] 02455570.
[AGENT][POSITIVE] OK, thank you one.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss. Um, let me check and see if I have a new policy. This one is terminated, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it looks like we do have a new one. Let me pull this new information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me know when you're ready for that new policy number.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, the new policy number is 02.
[AGENT][NEUTRAL] 583-474.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, 02583474?
[AGENT][NEUTRAL] That is correct. Uh, the effective date on this one is [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical. Um do you need benefit information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for outpatient hospital service.
[AGENT][NEUTRAL] OK. All right. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this one has a combined inpatient, outpatient max benefit of 5000 per cover person per calendar year.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, so.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, nothing else, thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.