AccountId: 011433970860
ContactId: 72c2a78e-0653-46b9-bc71-8084870c6e69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115940 ms
Total Talk Time (AGENT): 51675 ms
Total Talk Time (CUSTOMER): 36756 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/72c2a78e-0653-46b9-bc71-8084870c6e69_20250618T20:11_UTC.wav
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[AGENT][NEUTRAL] Call APL. This is [PII] my sister.
[CUSTOMER][NEUTRAL] Hi, I'm calling for benefits for a patient that's coming in for an ultrasound.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] Could you repeat the last 4?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Is 021-898.
[CUSTOMER][NEUTRAL] 48 ML 8.
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Let me give you the correct policy number. Let me know when you're ready for it.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 261-442-5. That's 261-4465. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The member has outpatient benefits of $750 per calendar day.
[AGENT][NEUTRAL] And this is not a guaranteed beneficial just a disclaimer of the account. This is not a guaranteed beneficial, just a disclaimer of the policy's coverage and that is correct $750 per calendar day.
[CUSTOMER][NEUTRAL] Per day, not year, right?
[CUSTOMER][POSITIVE] Cool, OK, sounds good. All right, I think that's it.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, just a reference number if you got one.
[AGENT][NEUTRAL] We don't provide those, but you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Bye.