AccountId: 011433970860
ContactId: 088d1358-f449-4419-b4f1-a3def43c4e5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82040 ms
Total Talk Time (AGENT): 32731 ms
Total Talk Time (CUSTOMER): 31377 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/088d1358-f449-4419-b4f1-a3def43c4e5d_20250514T19:38_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]. I'm calling to get benefits and eligibility on a patient please.
[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] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number on file is 02437867 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] 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].
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $8700.
[CUSTOMER][NEUTRAL] Of that amount has anything been used?
[AGENT][NEUTRAL] No, he has the full amount available.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] then for your help and have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye.