AccountId: 011433970860
ContactId: 3304f366-5d8b-49bf-a608-bc8753c6e820
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73989 ms
Total Talk Time (AGENT): 32749 ms
Total Talk Time (CUSTOMER): 29802 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/2025/05/02/3304f366-5d8b-49bf-a608-bc8753c6e820_20250502T15:30_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 to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Number I have on file is 02462243 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s 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, and you show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $750.
[CUSTOMER][POSITIVE] Perfect. That was actually all I needed, [PII] thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye.