AccountId: 011433970860
ContactId: 6841b160-8eb6-4cb1-bb0a-2af0146ad424
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107680 ms
Total Talk Time (AGENT): 47282 ms
Total Talk Time (CUSTOMER): 41100 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6841b160-8eb6-4cb1-bb0a-2af0146ad424_20250224T16:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling to verify eligibility and benefit details for a patient of ours.
[AGENT][NEUTRAL] Alright. Happy to check benefits and eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I'm showing that as 0229.
[CUSTOMER][NEUTRAL] 2668.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII], I think it's Busy. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. Patient plan is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and let me see, one second. I'm showing no office visit benefits only for no office visit benefits only covered services are are paid up to $500 per day.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yes, that is correct. Outpatient benefit max, yep, is 500 and that is per calendar day. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I appreciate it. Is there a uh reference number for our call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], which is [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, sir. I hope you have a great day.
[AGENT][POSITIVE] You too. Take care. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.