AccountId: 011433970860
ContactId: 3f3714ee-704f-44c6-8100-8d27ed5bd613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83589 ms
Total Talk Time (AGENT): 32619 ms
Total Talk Time (CUSTOMER): 31008 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3f3714ee-704f-44c6-8100-8d27ed5bd613_20250319T22:22_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Total Access Searching Care, and I was actually calling on behalf of a patient to verify their insurance.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today, um, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 0166
[CUSTOMER][NEUTRAL] 333 2.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] The name is [PII], and I can spell that out for you if you need it.
[AGENT][NEUTRAL] No, I'm good. Um, what's the date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] I do show the policy is currently active. Effective date is [PII], and are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, inpatient.
[AGENT][NEUTRAL] I do show the inpatient calendar year maximum is $5000.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, that's all I needed thank you.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.