AccountId: 011433970860
ContactId: 130369e7-fa3f-43d1-8e86-e6008f9f168b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85069 ms
Total Talk Time (AGENT): 32797 ms
Total Talk Time (CUSTOMER): 34090 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/130369e7-fa3f-43d1-8e86-e6008f9f168b_20250307T17:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good morning [PII]. I was calling to check if the member is active this month.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [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] 01868817.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [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] Outpatients
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $2550.
[CUSTOMER][POSITIVE] $550. All righty, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that would be it. Thank you for all your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.