AccountId: 011433970860
ContactId: 1774ccda-8dd2-4526-adde-15b42da78e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107669 ms
Total Talk Time (AGENT): 49226 ms
Total Talk Time (CUSTOMER): 41163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1774ccda-8dd2-4526-adde-15b42da78e63_20250609T16:45_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify eligibility for a patient and authorization is required, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII] [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02440192 ML 8.
[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]. Well, actually his effective date was on his date of birth, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK so
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $500 and no authorization is required.
[CUSTOMER][POSITIVE] Perfect, thank you so much. Am I able to obtain a call reference number for me please?
[AGENT][NEUTRAL] It's just my name [PII] last initial [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Is it [PII] your time as well?
[AGENT][NEUTRAL] It's [PII] we're Eastern, um, we're Central.
[CUSTOMER][POSITIVE] OK, no worries, thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm bye bye.