AccountId: 011433970860
ContactId: 4291cc6d-a6b7-4878-9329-07d952948152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165770 ms
Total Talk Time (AGENT): 73398 ms
Total Talk Time (CUSTOMER): 52848 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/4291cc6d-a6b7-4878-9329-07d952948152_20250620T19:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is a friend.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, do you hear me?
[AGENT][NEUTRAL] I can hear you now. Thanks for calling APL. This is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hear you now. Thanks for calling ATL. This is.
[CUSTOMER][NEUTRAL] Well, good afternoon. This is a friend, and I'm calling from a provider's office just to check eligibility for a patient.
[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] Sure could you follow me.
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The extension [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Thank you, and what is the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] 01935873.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sir, could you, you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The policy has been active since [PII] and it's currently active. Are you calling about inpatient or outpatient services?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] This member has outpatient benefits of $500 per calendar day and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] 500 per day is.
[AGENT][NEUTRAL] Yes, $500 per calendar day. Like, say if he goes to the doctor today on a Friday, he has $500 per day. For this day, then he has $500 per day for Saturday and so on and so on.
[CUSTOMER][POSITIVE] OK, well, perfect, got it, thanks so much. Well, no, that's all for now, so just need a reference number.
[AGENT][NEUTRAL] We don't provide those, however, you can feel free to use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] I see. OK, and how do you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, got it, thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Likewise, thank you. Goodbye.
[AGENT][NEUTRAL] Bye.