AccountId: 011433970860
ContactId: 030c62cd-19e9-4d1c-b7af-38d713820381
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123250 ms
Total Talk Time (AGENT): 45509 ms
Total Talk Time (CUSTOMER): 52410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/030c62cd-19e9-4d1c-b7af-38d713820381_20250505T15:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII] and I was looking to verify a benefit for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and the spelling of your name?
[CUSTOMER][NEUTRAL] Of course, uh, best number would be [PII], uh, direct line spelling of my name would be [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number of the member that you're calling to verify benefits eligibility for today?
[CUSTOMER][NEUTRAL] Yes, the number provided is 017589007.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Of course the name she provided is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of service service [PII]?
[CUSTOMER][NEUTRAL] Uh, so this would be for an outpatient hospital.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active.
[AGENT][NEGATIVE] And she does not have outpatient benefits, unfortunately.
[CUSTOMER][NEUTRAL] OK, so there would be no coverage extended for anything done in the outpatient facility.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK perfect I just wanted to confirm that um yeah that should be sufficient. Can I get a reference number for the call and the first letter of your last name if possible?
[AGENT][NEUTRAL] We don't provide those. However, you can use my name in today's date as a reference. My name is [PII] for the first initial of my last name.
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much for your help, [PII]. Have a nice day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well, [PII]. Goodbye.