AccountId: 011433970860
ContactId: fdcae332-6a8d-40a7-ab47-cb01e0a2472e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125559 ms
Total Talk Time (AGENT): 56958 ms
Total Talk Time (CUSTOMER): 58773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fdcae332-6a8d-40a7-ab47-cb01e0a2472e_20250404T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check if a patient is active and the maximum amount and everything. I'm calling from a provider's office.
[AGENT][NEUTRAL] OK, I can help with that [PII]. Um, what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, and may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number is going to be 02517186.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Louis, and number 8.
[AGENT][NEUTRAL] OK, thank you very much. verify the patient's name and date of birth, yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you and you're calling to verify eligibility and outpatient benefits. Give me one moment. I can certainly help you with both. Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes ma'am, um, she shows effective as of [PII]. This policy shows active as her supplemental medical.
[AGENT][NEUTRAL] And for the outpatient benefits, please note verification of benefits provided does not guarantee payment. Her benefits pay on a per day max of up to $750 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] For coverage services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and then so she effective [PII] you said right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then all I need right now is a reference number and that's it.
[AGENT][NEUTRAL] We do not provide reference numbers, but you can please use my name [PII] last initial is [PII] and today's date.
[CUSTOMER][NEUTRAL] It's your name and the date of birth.
[CUSTOMER][POSITIVE] And today's date. OK, thanks. OK, [PII], you have a good day.
[AGENT][POSITIVE] You as well, and thank you for calling ATO. Thank you. Thank you so much. You take care. Bye bye.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] You're welcome. Bye. Bye.