AccountId: 011433970860
ContactId: 3e3e53b4-bec7-4060-acc1-e316f167928b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106500 ms
Total Talk Time (AGENT): 41981 ms
Total Talk Time (CUSTOMER): 44442 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3e3e53b4-bec7-4060-acc1-e316f167928b_20250609T18:58_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 am just needing to verify eligibility for a member, but I do have to let you know the entire call will be monitored and recorded for quality and compliance purposes.
[AGENT][POSITIVE] OK, I'd be happy to assist with 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] That is 02579338.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] please
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show this is for outpatient.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show for outpatient the calendar year maximum is $3500.
[CUSTOMER][NEUTRAL] OK and then for coordination of benefits information, do you guys need that updated or um not for this type of plan?
[AGENT][NEUTRAL] No, we're the gap so we don't coordinate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's what I thought. I just wanted to double check.
[CUSTOMER][NEUTRAL] OK and then do you have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Um, no, that was it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.