AccountId: 011433970860
ContactId: 851140da-a4ee-4dbf-8d84-9fd08d88dd33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79099 ms
Total Talk Time (AGENT): 36668 ms
Total Talk Time (CUSTOMER): 22619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/851140da-a4ee-4dbf-8d84-9fd08d88dd33_20250530T17:13_UTC.wav
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[AGENT][NEUTRAL] Calling APL my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility for a patient please.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII], last initial [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02509850.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised 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 please.
[AGENT][NEUTRAL] I do show the outpatient.
[AGENT][NEUTRAL] Uh, calendar year maximum is $1000.
[AGENT][NEUTRAL] I'm sorry, per day maximum is $1000.
[CUSTOMER][NEUTRAL] OK, so 1000 per day.
[AGENT][NEUTRAL] Per day.
[CUSTOMER][POSITIVE] Per day. OK, thank you.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thank you.