AccountId: 011433970860
ContactId: 0397e6bf-f9f2-4e94-9fb4-10b6470ae48c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111309 ms
Total Talk Time (AGENT): 42499 ms
Total Talk Time (CUSTOMER): 50402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0397e6bf-f9f2-4e94-9fb4-10b6470ae48c_20250121T22:18_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a doctor's office to get eligibility on a member.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01842.
[CUSTOMER][NEUTRAL] 34 5.
[CUSTOMER][NEUTRAL] And then ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guaranteed payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, well, just for eligibility, it's outpatient. This is his second, his secondary insurance.
[AGENT][NEUTRAL] That's correct. I do show for outpatient the per day maximum is $500.
[CUSTOMER][NEUTRAL] OK, OK, and you said that it, it, it's been effective since when? January when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. How do I spell your name, [PII]?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, is there a reference number that you can give me? That's all.
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a wonderful rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye.