AccountId: 011433970860
ContactId: 781ff23e-86ec-4896-bd5e-a53c916281db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106879 ms
Total Talk Time (AGENT): 38479 ms
Total Talk Time (CUSTOMER): 38881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/781ff23e-86ec-4896-bd5e-a53c916281db_20250520T19:49_UTC.wav
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[AGENT][NEUTRAL] Calling APO my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi yes I'm trying to verify eligibility for a patient.
[AGENT][POSITIVE] I'll be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number for the patient that I have is 019.
[CUSTOMER][NEUTRAL] 82155 ML 8
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name [PII]. Date of birth [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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, what was your name?
[AGENT][NEUTRAL] [PII], last initial is [PII].
[CUSTOMER][NEUTRAL] Perfect and then for um reference do you have a reference number?
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too bye bye