AccountId: 011433970860
ContactId: 1bcca312-51ba-4aab-9094-7cf3a7f128ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93819 ms
Total Talk Time (AGENT): 49468 ms
Total Talk Time (CUSTOMER): 26683 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/1bcca312-51ba-4aab-9094-7cf3a7f128ae_20250220T13:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just checking for patient eligibility.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] in [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Yes, 02465514.
[AGENT][NEUTRAL] And could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of services, the inpatient, outpatient, office visits?
[CUSTOMER][NEUTRAL] Outpatient hospital outpatient.
[AGENT][NEUTRAL] Her policy has been active since [PII] and and is currently active. She has outpatient benefits of $2000 per per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] We don't provide those.
[AGENT][NEUTRAL] But you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect and tell me your name again ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome and thanks for calling APL and have a great day. Good bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah.