AccountId: 011433970860
ContactId: 144ee802-54a8-44bf-9f0e-b36e8221711e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124569 ms
Total Talk Time (AGENT): 43556 ms
Total Talk Time (CUSTOMER): 45454 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/144ee802-54a8-44bf-9f0e-b36e8221711e_20250214T17:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, um, I was calling because I wanted to verify eligibility for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and call back number?
[CUSTOMER][NEUTRAL] Uh, [PII], last name [PII], callback number [PII].
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Her name is on here. I was, I thought you should ring me to MRN, but it's OK. I, I got it.
[AGENT][NEUTRAL] And what is that member's policy number?
[CUSTOMER][NEUTRAL] Um, it is 02474390.
[CUSTOMER][NEUTRAL] For me to come out.
[AGENT][NEUTRAL] Mhm, could you verify the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] This member's policy has been active since.
[AGENT][NEUTRAL] [PII] [PII] and it's currently active and you're calling to verify outpatient benefits for [PII].
[CUSTOMER][POSITIVE] Yes, outpatient benefits.
[AGENT][NEUTRAL] Her benefits is $500 per calendar day and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] The shack.
[AGENT][NEUTRAL] Provide me with the spelling of your name again because when you gave it to me the first time you actually was going in and out.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Oh no, that's all I needed.
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] Thanks
[AGENT][POSITIVE] For calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, goodbye.