AccountId: 011433970860
ContactId: 6b4fb381-26e8-4072-9e05-e1c28a1d44e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71220 ms
Total Talk Time (AGENT): 31878 ms
Total Talk Time (CUSTOMER): 24209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6b4fb381-26e8-4072-9e05-e1c28a1d44e2_20250318T19:48_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was just calling for eligibility on a member.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility taken if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02583247.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, 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][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Impatient.
[AGENT][NEUTRAL] And you show the inpatient calendar year maximum is $5000.
[CUSTOMER][POSITIVE] OK, all right, thank you so much for your help.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.