AccountId: 011433970860
ContactId: 7565837a-b719-42ca-84e2-87a3255b6f6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120440 ms
Total Talk Time (AGENT): 54014 ms
Total Talk Time (CUSTOMER): 41021 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/7565837a-b719-42ca-84e2-87a3255b6f6e_20250528T12:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. It's [PII] My last initial is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02616803ML8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And who's the patient?
[CUSTOMER][NEUTRAL] Patient [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is this for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] It's outpatient?
[AGENT][NEUTRAL] OK, I can give you those benefits. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance, whatever the primary applies to their deductible.
[AGENT][NEUTRAL] Co-pay or co-insurance will pay up to $1000 per calendar year.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. Um,
[CUSTOMER][NEUTRAL] Uh, oh, am I able to get a call reference number, please?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you.