AccountId: 011433970860
ContactId: 70fa7867-bc02-4507-a215-baf363329ba9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148839 ms
Total Talk Time (AGENT): 64908 ms
Total Talk Time (CUSTOMER): 52961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/70fa7867-bc02-4507-a215-baf363329ba9_20250103T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. Try this is [PII].
[CUSTOMER][NEUTRAL] I'm calling to verify um an insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. What is your, um,
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] And the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01611704ML8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show the insured does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and is active still?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and it's for um you can use it for the emergency room, emergency, right?
[AGENT][NEUTRAL] Right, this is just to verify benefits it's not a guarantee of payment. The um insured does have, it is a supplemental insurance policy that's secondary to the primary, um, the outpatient calendar year, uh, benefit amount is 1500 and yes it can be used in an ER.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it thank you so very much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a great weekend thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye