AccountId: 011433970860
ContactId: 3543ff1e-bba4-4d90-a5b9-080ce612a88a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78910 ms
Total Talk Time (AGENT): 33910 ms
Total Talk Time (CUSTOMER): 26560 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3543ff1e-bba4-4d90-a5b9-080ce612a88a_20250422T14:11_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of a hospital. I'm trying to verify a member's eligibility.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 1,554,890.
[AGENT][NEUTRAL] And what is that member's name and date of birth that you're calling to verify asability for today?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] [PII], this policy has been active since [PII] and it's currently active. You're calling to verify outpatient benefits. She has outpatient benefits of.
[AGENT][NEUTRAL] $1000 per occurrence, meaning there's $1000 per diagnosis and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks, goodbye.