AccountId: 011433970860
ContactId: 242de6ec-aa4a-4970-9ac1-fe3dc4c06b0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101970 ms
Total Talk Time (AGENT): 40208 ms
Total Talk Time (CUSTOMER): 46481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/242de6ec-aa4a-4970-9ac1-fe3dc4c06b0d_20250321T19:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of a patient that's being seen at our urgent care. I just need to um check for eligibility.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02521466 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII]. Date of birth, sorry, where is it? Where did it go? Ah.
[CUSTOMER][NEUTRAL] One second, uh, her 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 of [PII]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $750.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, no, is there a call reference number by chance?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] Bye bye.