AccountId: 011433970860
ContactId: 12263b99-f470-4a60-9aca-a6b78f01a723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100900 ms
Total Talk Time (AGENT): 34469 ms
Total Talk Time (CUSTOMER): 45650 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/12263b99-f470-4a60-9aca-a6b78f01a723_20250609T22:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] How's it going, [PII] it's [PII] from [PII]. Um, I'm just here to inquire about a patient's uh gap insurance being active.
[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] Of course it's gonna be the [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number that I have is 02458749.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um first name is [PII] and [PII] is the last name.
[CUSTOMER][NEUTRAL] And 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] Uh, outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar, your maximum is $4500.
[CUSTOMER][POSITIVE] 4500 perfect thank you so much and can I have uh.
[CUSTOMER][NEUTRAL] The representative [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] that you helped me out so much with that. I appreciate that.
[AGENT][NEUTRAL] OK, is there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that'll be all I appreciate it.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too.