AccountId: 011433970860
ContactId: 01ec198e-ffeb-4727-abb4-9f3f9ce0a967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92370 ms
Total Talk Time (AGENT): 38979 ms
Total Talk Time (CUSTOMER): 36270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/01ec198e-ffeb-4727-abb4-9f3f9ce0a967_20250324T19:51_UTC.wav
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[AGENT][NEUTRAL] Uh, how can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Number I have on file is 0162.
[CUSTOMER][NEUTRAL] 2818 M like Mary L like Larry number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], yeah, I can spell it for you.
[AGENT][NEUTRAL] Oh, I, that's not necessary. What's the date of birth?
[CUSTOMER][NEUTRAL] OK, thank you. Season's date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient benefits please.
[AGENT][NEUTRAL] OK, and do say show the per day maximum for outpatient is $500.
[CUSTOMER][POSITIVE] Perfect and I'm sorry your name was again?
[AGENT][NEUTRAL] [PII]. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Nope, that would be all, [PII]. Thank you so much for your help and have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Goodbye.