AccountId: 011433970860
ContactId: fff3a31c-3dbf-464e-b890-e4c31c47cf27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129038 ms
Total Talk Time (AGENT): 61520 ms
Total Talk Time (CUSTOMER): 60911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/fff3a31c-3dbf-464e-b890-e4c31c47cf27_20250512T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Jackson South Medical Center. I'm calling to check uh members um benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02462491
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, the number 8.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII] and that's a direct number.
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII]. She is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] Hospital outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with major medicals, deductibles, co-pay or co-insurance, and she has an outpatient benefit that pays up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So it's $500 max per calendar day.
[AGENT][POSITIVE] Correct. Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, so I'm assuming she still has the 500 for that day since it hasn't happened yet. Alright, perfect, um, and I'm sorry, who am I speaking to?
[AGENT][NEUTRAL] My name is [PII], last initial [PII] And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Do I get a reference number or it's just your name and today's date?
[AGENT][NEUTRAL] Uh, you can use my name at today's date if you like.
[CUSTOMER][POSITIVE] Perfect thank you [PII] appreciate it have a great day.
[AGENT][POSITIVE] Oh, you too. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.