AccountId: 011433970860
ContactId: 25c5bc05-9fd7-4828-8f09-d7cfbeade43d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89919 ms
Total Talk Time (AGENT): 52220 ms
Total Talk Time (CUSTOMER): 26689 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/25c5bc05-9fd7-4828-8f09-d7cfbeade43d_20250121T18:57_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from the COVID office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] I can help with eligibility, [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] 01585802.
[AGENT][NEUTRAL] 02. Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII]. The date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I thank you. I appreciate that. The policy went into effect on [PII]. It is active for [PII]. Um, you mentioned benefits. This policy is a secondary or gap insurance.
[AGENT][NEUTRAL] It picks up the deductible, co-payment, or co-insurance from Ms. [PII]'s major medical, up to $33,500 per calendar year for outpatient services, up to $5000 per calendar year for inpatient services. That's just a verification of those benefits, not a guarantee of payment. Is there anything in particular, [PII], I can tell you about the policy?
[CUSTOMER][NEUTRAL] No, that's all for the day. Could you please spell your name for me?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Thank you, [PII], and that's all for the day.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.
[CUSTOMER][NEUTRAL] You.