AccountId: 011433970860
ContactId: 7a50d5c6-5fc1-463a-9e37-d3785a1b5fad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153589 ms
Total Talk Time (AGENT): 39279 ms
Total Talk Time (CUSTOMER): 57020 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/7a50d5c6-5fc1-463a-9e37-d3785a1b5fad_20250210T19:08_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get benefits on a patient. Well, just to see if she's still active because I got her benefits.
[CUSTOMER][NEUTRAL] Like a couple of last week, last week, last week.
[AGENT][POSITIVE] OK, I'd be happy to assist with eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, and even if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 02555948
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment, and you show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So is um is her.
[CUSTOMER][NEUTRAL] Are her benefits still full? Like, has she not used up any of her
[CUSTOMER][NEUTRAL] Her benefits
[AGENT][NEGATIVE] No, not this year. She hasn't used anything.
[CUSTOMER][POSITIVE] OK perfect and you're it's $3000 right?
[AGENT][NEUTRAL] Uh, let me check for inpatient or outpatient?
[CUSTOMER][POSITIVE] Outpatient, I'm sorry.
[AGENT][NEUTRAL] Yes, 3000.
[CUSTOMER][NEUTRAL] OK, and your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up really bad.
[AGENT][POSITIVE] You are right, [PII].
[CUSTOMER][NEUTRAL] OK. OK, [PII]
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and your last name initial, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a great day.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, no, that was it thank you so much.
[AGENT][POSITIVE] Thank you for calling ACL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.