AccountId: 011433970860
ContactId: 06361aea-69fc-4ff9-9c23-7ea54d0da76a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78260 ms
Total Talk Time (AGENT): 34400 ms
Total Talk Time (CUSTOMER): 24269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/06361aea-69fc-4ff9-9c23-7ea54d0da76a_20250429T15:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from AdventHealth Hospital. I'm calling to double check a patient's eligibility.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, policy number 02595368.
[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 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.
[AGENT][NEUTRAL] OK, I'm showing the outpatient per day maximum is $750.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.