AccountId: 011433970860
ContactId: 2a5d5805-218b-41be-9724-e533a8ac7f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95239 ms
Total Talk Time (AGENT): 42205 ms
Total Talk Time (CUSTOMER): 35185 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/2a5d5805-218b-41be-9724-e533a8ac7f9a_20250306T13:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, I needed to verify a patient's policy, um, to see if it's current and active.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of this member?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 01749311
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. Do you're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For what, for what place of service?
[CUSTOMER][NEUTRAL] Um, hospital outpatients.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. [PII] has outpatient benefits of $7900 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Perfect and let's see here.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, nope, that's it. Can I just have your name again and a reference number?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And we don't provide reference numbers you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.