AccountId: 011433970860
ContactId: 6df03be1-126a-4bbf-ba09-9b8b88d42547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121300 ms
Total Talk Time (AGENT): 40730 ms
Total Talk Time (CUSTOMER): 51096 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/6df03be1-126a-4bbf-ba09-9b8b88d42547_20250529T14:35_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Tufts Medical Center. Just was trying to check on eligibility uh for a mutual patient.
[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]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02581601 Donald Hall.
[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 I do show the per day maximum for outpatient is $250.
[CUSTOMER][NEUTRAL] And you said that was an outpatient maximum?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK perfect that's what that's what I heard. let's see.
[CUSTOMER][NEUTRAL] And we said effective [PII].
[CUSTOMER][NEUTRAL] And does that run on a calendar year or is it just kind of like to present?
[AGENT][NEUTRAL] It's um calendar year. Well, I guess it, since it's a per day.
[CUSTOMER][NEUTRAL] Yeah, so to present I guess we would say.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That looks good, um, awesome.
[CUSTOMER][NEUTRAL] Do you by chance have a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Oh fantastic.
[CUSTOMER][POSITIVE] No, that was truly all thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mm.