AccountId: 011433970860
ContactId: 5ddfc936-7194-45ad-9dc8-311cb8a92e5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122709 ms
Total Talk Time (AGENT): 36257 ms
Total Talk Time (CUSTOMER): 52447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5ddfc936-7194-45ad-9dc8-311cb8a92e5c_20250604T21:08_UTC.wav
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[AGENT][NEUTRAL] For calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Memorial Regional Hospital. Just wanted to check on patients eligibility.
[AGENT][POSITIVE] I'd be happy to assist.
[AGENT][POSITIVE] And if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Looks like I have here 01602339 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Looks like it's [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [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].
[AGENT][NEUTRAL] And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] This will be for outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $5000.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] All right. All I needed was the eligibility, just to have that on file. Um, Ms. [PII], can I just have a reference number for this call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.