AccountId: 011433970860
ContactId: 124f6975-f628-4a3a-b74c-bed89220f127
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96879 ms
Total Talk Time (AGENT): 40404 ms
Total Talk Time (CUSTOMER): 37120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/124f6975-f628-4a3a-b74c-bed89220f127_20250324T20:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling to verify the eligibility and benefits of a patient.
[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] Um, yes, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02541403 M as in Mike L as in Lima and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um [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 were you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, I do show the per day maximum for outpatient is $2000.
[CUSTOMER][NEUTRAL] $2000 per day?
[AGENT][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] OK, perfect. OK, can I get the initial of your last name and a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Nope, that was all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.