AccountId: 011433970860
ContactId: 1bb4d8cb-8ac6-428d-a2f7-6ae1f44e00e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97669 ms
Total Talk Time (AGENT): 29140 ms
Total Talk Time (CUSTOMER): 52164 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/1bb4d8cb-8ac6-428d-a2f7-6ae1f44e00e2_20250501T18:55_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from UPMC Children Teen Center, and we're just going to verify one of your patients, I'm sorry, one of your, um, clients is, um, still active on this insurance.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] Um, so I have the medical ID number. Did you want that? Or you know, hold on. [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] 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 as you show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And were you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this was just, this is outpatient. She has a cute visit, so I will go ahead and put that in and verify it by phone.
[AGENT][NEUTRAL] OK, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, but
[CUSTOMER][POSITIVE] No, that was it. Thank you so much for your help and your time today.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[CUSTOMER][NEUTRAL] So, um