AccountId: 011433970860
ContactId: 3a7c575c-6cca-4aa8-965d-0bc78fb8d9f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109760 ms
Total Talk Time (AGENT): 48766 ms
Total Talk Time (CUSTOMER): 49096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3a7c575c-6cca-4aa8-965d-0bc78fb8d9f4_20250625T14:39_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, uh, hi, I'm calling, um, to verify coverage for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you [PII], can I have the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, policy number, do I give you the outpatient benefit certification?
[AGENT][NEUTRAL] It doesn't matter. You don't want to pull up the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect um 01866994 ML8.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service and Lea.
[CUSTOMER][NEUTRAL] It's an ambulatory surgical center.
[AGENT][NEUTRAL] So this policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] This member has outpatient benefits of $500 per calendar day.
[AGENT][NEUTRAL] This is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, $500.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] No, could you repeat your name for me? I'm sorry.
[AGENT][NEUTRAL] [PII] and today's date is a reference.
[AGENT][NEUTRAL] We don't provide a reference numbers.
[CUSTOMER][POSITIVE] OK, no problem, thank you so much.
[AGENT][POSITIVE] Welcome, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.