AccountId: 011433970860
ContactId: 15b25618-af9d-400a-b3ac-6e64ee1dce05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99010 ms
Total Talk Time (AGENT): 35631 ms
Total Talk Time (CUSTOMER): 31397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/15b25618-af9d-400a-b3ac-6e64ee1dce05_20250530T16:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility for a patient, please.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. It's [PII].
[AGENT][POSITIVE] And see if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 1,070,760.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient [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 will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the per occurrence for outpatient is $500.
[CUSTOMER][NEUTRAL] Yeah, 500.
[CUSTOMER][NEUTRAL] 7115 and 500.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you so much. Am I able to get a call reference?
[AGENT][NEUTRAL] Reference is just my name [PII] last [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] Is it [PII] your time as well?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.