AccountId: 011433970860
ContactId: 54dbe189-3524-49cf-8ffd-012b2def6c90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86970 ms
Total Talk Time (AGENT): 36720 ms
Total Talk Time (CUSTOMER): 38239 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/54dbe189-3524-49cf-8ffd-012b2def6c90_20250210T16:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify eligibility for one of your members.
[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] The policy number for this patient is one second it is 01719357ML7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 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, just.
[CUSTOMER][NEUTRAL] This patient was seen in the emergency room, so.
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] Date of service was yesterday [PII].
[AGENT][NEUTRAL] OK, so ER.
[AGENT][NEUTRAL] That will be covered under outpatient and I'm showing the calendar year maximum is $6600.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Um, no, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.