AccountId: 011433970860
ContactId: 40b1295a-83f0-49c4-bfef-5a9a81a3d1ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96199 ms
Total Talk Time (AGENT): 37582 ms
Total Talk Time (CUSTOMER): 38979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/40b1295a-83f0-49c4-bfef-5a9a81a3d1ed_20250218T14:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning [PII]. My name is [PII]. I'm calling to check eligibility and benefits for one of our patients.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] um number is [PII].
[AGENT][NEUTRAL] And what is that policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 1,477,500 ML 7.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This member's policy has been active since October, I'm sorry, [PII] and it's currently active. Joy, you're calling to verify benefits which benefit place of service you're requiring benefits for today?
[CUSTOMER][NEUTRAL] It's for outpatient hospital um procedure.
[AGENT][NEUTRAL] The member has outpatient benefits of $1000 per calendar day and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK, thank you so much for that um uh that's all I needed thank you and have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye.