AccountId: 011433970860
ContactId: 2a999011-6403-42e3-8c19-17d136daae5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110540 ms
Total Talk Time (AGENT): 58692 ms
Total Talk Time (CUSTOMER): 54213 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/2a999011-6403-42e3-8c19-17d136daae5c_20250411T13:03_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] calling from uh provider's office, uh, checking on a patient to see if the patient is active, the maximum amount, and all that.
[AGENT][NEUTRAL] I can help with uh calendar your balance and the eligibility, although what's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Policy number 01669817 M as in Mary, L as in Louis and number 8.
[AGENT][POSITIVE] Thank you and the patient's name and
[AGENT][NEUTRAL] Date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. First of all, the policy went into effect on [PII]. It is active. Now, for outpatient services, we have a calendar year maximum, or excuse me, a calendar day maximum of $500. Now that's just a verification, not a guarantee of payment. So as far as uh any balances, it's, it's going to renew each and every day, um.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Each and every day, got it. OK, it's per day.
[AGENT][NEUTRAL] Now, now, right. Now, is there anything else that I can help with?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Um, no, um, only a reference number of the call and that's it.
[AGENT][NEUTRAL] Certainly, um, it's my name, which is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date, uh, the, what is it, the [PII] as, uh, our, um, as our uh verification.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Very good [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much [PII] you have a wonderful day today OK?
[AGENT][NEUTRAL] OK, well thank you for contacting AP have a