AccountId: 011433970860
ContactId: 73a8693e-6a41-4591-877a-0c20ced217c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213160 ms
Total Talk Time (AGENT): 50139 ms
Total Talk Time (CUSTOMER): 69475 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/73a8693e-6a41-4591-877a-0c20ced217c0_20250225T20:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. First initial of my last name [PII]. I'm calling from a provider facility because I need to verify eligibility and benefits for a member, please.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and what
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02337283, M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you.
[AGENT][NEUTRAL] OK, um, I had asked for the policy number.
[CUSTOMER][NEUTRAL] I, oh, I gave it to you, you couldn't hear me?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, what's happening. OK, it's 0233.
[CUSTOMER][NEUTRAL] 7283, M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and the 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][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $1000.
[CUSTOMER][NEUTRAL] 1000. OK. And are you able to see if the member has used any of those um so far?
[AGENT][NEUTRAL] Um, let's see
[CUSTOMER][NEUTRAL] I'm assuming not because we're only in February, but you never know.
[AGENT][POSITIVE] You're right. That is so true.
[AGENT][NEUTRAL] Um, no, she hasn't used any so far.
[CUSTOMER][POSITIVE] OK, perfect. All right. Thank you so much. That's all I needed to know. Um, by any chance, do you provide reference numbers for your calls?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm OK bye.