AccountId: 011433970860
ContactId: 4ffbf475-773a-4559-9058-6d0eced90894
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118680 ms
Total Talk Time (AGENT): 47990 ms
Total Talk Time (CUSTOMER): 55498 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4ffbf475-773a-4559-9058-6d0eced90894_20250624T15:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was just calling to see a patient's eligibility and how much they have left for their gap insurance.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Absolutely, so my name is [PII] and my last name initial is [PII], and the best callback number is gonna be [PII], and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] So we have on file 022123.
[CUSTOMER][NEUTRAL] 83 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And what is your, the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is spelled [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what place of service are you inquiring about benefits for?
[AGENT][NEUTRAL] Inpatient, outpatient office visits.
[CUSTOMER][NEUTRAL] It's gonna be a
[CUSTOMER][NEUTRAL] An outpatient facility.
[AGENT][NEUTRAL] The member has outpatient benefits of $500 per calendar day and this is not a guaranteed benefits just a disclaimer of the policy's coverage. I know you called to verify how much he has remaining, but it's per calendar day.
[CUSTOMER][POSITIVE] Per calendar day perfect alright and then if.
[AGENT][NEUTRAL] Yes, so this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Mm perfect and then um can I get your name one more time as well as a reference number and I'll be all set for today.
[AGENT][NEUTRAL] My name is [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for that information you have a wonderful rest of your day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye.