AccountId: 011433970860
ContactId: 4cc42c2a-4981-42f4-8c89-e31841dd0ff4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117209 ms
Total Talk Time (AGENT): 51959 ms
Total Talk Time (CUSTOMER): 37946 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/4cc42c2a-4981-42f4-8c89-e31841dd0ff4_20250107T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling to verify patient eligibility and benefits, please.
[AGENT][NEUTRAL] OK, and this is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] In an outpatient facility.
[AGENT][NEUTRAL] OK. Eligibility and outpatient facility. OK, and your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Spell your name for me?
[CUSTOMER][NEUTRAL] That is [PII]
[AGENT][NEUTRAL] It's my sister's name. Oh, that's kind of an uncommon name. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, that is 02554589.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] born [PII].
[AGENT][NEUTRAL] OK, thank you for that. I'm showing the policy effective date is [PII], and this policy is active at this time.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Did you want the outpatient benefit?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, the maximum outpatient benefit is up to $1500.
[AGENT][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment, and I don't show any claims on file for this patient at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, understood alrighty thank you so much for your help today.
[AGENT][POSITIVE] You're welcome and if no other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.