AccountId: 011433970860
ContactId: 87af5578-f20d-4ad8-9a75-2aaa89591e9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118059 ms
Total Talk Time (AGENT): 38288 ms
Total Talk Time (CUSTOMER): 59217 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/87af5578-f20d-4ad8-9a75-2aaa89591e9c_20250214T23:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I have a question to ask you. Um, do you all check, um, to give us information on eligibility for a patient that we have here at the hospital?
[AGENT][POSITIVE] Yes, I can be, I can help with this, mm eligibility and benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your first name please?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 747315.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [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][POSITIVE] Um, impatient.
[CUSTOMER][NEUTRAL] 00, you say it's for inpatient and outpatient?
[AGENT][NEUTRAL] Yeah, which are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, well, it's gonna be both, uh, so.
[CUSTOMER][NEUTRAL] Let's see, inpatient, uh, no, just do out uh I think it's gonna be just outpatient. So she's active for both of them inpatient and outpatient.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, alright, so [PII], I do have that she is active effective date of [PII]. Do you have a call reference number that I can refer to this?
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] OK, [PII], thank you so kindly. I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Alright you as well mhm bye bye.