AccountId: 011433970860
ContactId: 507afb57-dd1b-4cd9-9103-2d6c3afca947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103410 ms
Total Talk Time (AGENT): 33831 ms
Total Talk Time (CUSTOMER): 33972 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/507afb57-dd1b-4cd9-9103-2d6c3afca947_20250307T15:58_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]. I wanted to verify coverage for a patient.
[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] Sure, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01865892 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [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] Um, it looks like it was outpatient.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII] I'm sorry, yeah, [PII].
[AGENT][NEUTRAL] OK, I'm not showing we received a claim for that data service.
[CUSTOMER][NEUTRAL] OK, I'll get it filled out.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Nope, that's everything.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.