AccountId: 011433970860
ContactId: 49d8166e-c3a4-4f60-ad0e-dc2f3fedfaf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69290 ms
Total Talk Time (AGENT): 31867 ms
Total Talk Time (CUSTOMER): 22569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/49d8166e-c3a4-4f60-ad0e-dc2f3fedfaf4_20250408T14:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from AnMed Health. I was just trying to verify eligibility.
[AGENT][POSITIVE] 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] 02456477
[AGENT][NEUTRAL] Patient's name and date of birth.
[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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I do show the per day maximum is $500.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mhm bye bye.