AccountId: 011433970860
ContactId: 7be1452f-6f63-4445-a33b-a8f4fbcd1fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125879 ms
Total Talk Time (AGENT): 38686 ms
Total Talk Time (CUSTOMER): 46610 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/7be1452f-6f63-4445-a33b-a8f4fbcd1fc6_20250507T21:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII] calling from uh Rhode Island Medical imaging calling to get eligibility and see what this plan covers for the.
[CUSTOMER][NEUTRAL] Patient
[AGENT][POSITIVE] I'd be happy to assist with eligibility. Can you repeat your first name for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] and [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yep, policy number is let me just get back.
[CUSTOMER][NEUTRAL] Here
[CUSTOMER][NEUTRAL] 0245488889
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [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 will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, I do show the outpatient per day maximum is $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it, um, just the first initial to your last name and a call reference number.
[AGENT][NEUTRAL] So the reference is just my name [PII] last initial [PII] as [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Have a great night.
[CUSTOMER][NEUTRAL] You too bye bye.