AccountId: 011433970860
ContactId: 2b33d0e8-fe3e-4211-9f74-7c96fe66a036
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98290 ms
Total Talk Time (AGENT): 46830 ms
Total Talk Time (CUSTOMER): 31708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/2b33d0e8-fe3e-4211-9f74-7c96fe66a036_20250416T12:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to verify benefits for a patient.
[AGENT][POSITIVE] I can help you with
[CUSTOMER][NEUTRAL] Or eligibility? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] And and what's the policy number and a good phone number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What's what what do you need my phone number?
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] OK, the policy number is 02292702.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And we're checking eligibility and benefits is this for service in an office setting?
[CUSTOMER][NEUTRAL] A hospital outpatient.
[AGENT][NEUTRAL] Outpatient facility, OK, showing an effective date of [PII], the policy is active at this time and the maximum outpatient benefit is up to $500 per calendar day and any information provided is verification, not a guarantee of payment and did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number at all?
[AGENT][NEUTRAL] My name in today's date, [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it ma'am.
[AGENT][POSITIVE] Oh, you're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh bye bye.