AccountId: 011433970860
ContactId: 414afb11-919c-4894-a48d-aaa366acdc31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165300 ms
Total Talk Time (AGENT): 57268 ms
Total Talk Time (CUSTOMER): 36904 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/414afb11-919c-4894-a48d-aaa366acdc31_20250527T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to see if I can verify a member's eligibility.
[AGENT][POSITIVE] Certainly I can help you with eligibility. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII] and callback number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the policy number is 02567970.
[AGENT][NEUTRAL] OK, one moment while I look it up.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII]. Last name is [PII], and her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, I'm showing this policy is active with an effective date of [PII]. Are there specific benefits you were needing?
[CUSTOMER][NEUTRAL] Oh she met her deductible for the plan?
[AGENT][NEUTRAL] Let me look that up.
[AGENT][NEGATIVE] It looks like she has not used it up. She's only used partial.
[CUSTOMER][NEUTRAL] Are you able to tell me how much she has left?
[AGENT][NEUTRAL] I am not.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Were you wanting um to know about a specific benefit?
[CUSTOMER][NEUTRAL] Um, this would be for ambulance.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] It looks like she does have an ambulance benefit of a maximum of up to $100. This is a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I don't believe she's used that yet.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Alright. Thank you for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you you too