AccountId: 011433970860
ContactId: 51442c99-72ac-4355-850b-02b98f8f9230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125650 ms
Total Talk Time (AGENT): 69431 ms
Total Talk Time (CUSTOMER): 42208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/51442c99-72ac-4355-850b-02b98f8f9230_20250317T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, may I have your name? I can help you.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you [PII] and may I also have your callback number?
[CUSTOMER][NEUTRAL] [PII] option one.
[AGENT][NEUTRAL] What is the policy number please, [PII]? Thank you.
[CUSTOMER][NEUTRAL] It is 02563208. M like Mike L like Larry 8.
[AGENT][NEUTRAL] OK, I have that as 02563208 ML 8.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, this is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process and you're calling to only check eligibility. Do you need benefits as well?
[CUSTOMER][POSITIVE] Uh, yeah, I'll take benefits as well.
[AGENT][NEUTRAL] OK, I can assist you with that too, and she shows effective as of [PII]. This policy shows active for her and for outpatient benefits. Please note verification of benefits provided does not guarantee payment.
[AGENT][NEUTRAL] We will pay up to $6000 for the calendar year again we pay up to $6000 for the calendar year.
[CUSTOMER][POSITIVE] Perfect. And are you able to see if any has been used?
[AGENT][NEUTRAL] OK, I can check that for you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Currently she has not accumulated anything towards the 6000 for the year.
[CUSTOMER][POSITIVE] OK, perfect. OK, then that'll be it. Thank you so much for your help, [PII]. If I could get the initial to your last name and a reference number, please?
[AGENT][POSITIVE] You're welcome, [PII]. We do not use reference numbers, but you can use my name in today's date. Last initials [PII], and we thank you for calling us at APL. You have a great week.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you thank you bye bye.