AccountId: 011433970860
ContactId: 22545d1f-c167-4539-820e-a9fc8209f8e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85529 ms
Total Talk Time (AGENT): 37763 ms
Total Talk Time (CUSTOMER): 31829 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/22545d1f-c167-4539-820e-a9fc8209f8e2_20250509T17:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APM. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to get eligibility on one of your members.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, let me see, it's 02538221 Mike Lemon 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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] Uh
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $500.
[CUSTOMER][POSITIVE] OK, got it, thank you so much. Can I get your name one more time and a reference number for this call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much, [PII], for your help. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.