AccountId: 011433970860
ContactId: 87c923ec-e3ed-438e-b287-f82e05a2a0a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179119 ms
Total Talk Time (AGENT): 73835 ms
Total Talk Time (CUSTOMER): 45855 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/87c923ec-e3ed-438e-b287-f82e05a2a0a7_20250110T21:10_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am calling to see if I can verify the insurance for one of my patients.
[AGENT][POSITIVE] Yeah, I'd love to help you with that. Absolutely. What's your name, my friend?
[CUSTOMER][NEUTRAL] My name is [PII], first initial [PII] last name [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Thank you [PII] and a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your member's policy number?
[CUSTOMER][NEUTRAL] 0098 0766.
[AGENT][NEUTRAL] OK, let me pull that up for you.
[AGENT][NEUTRAL] And can you verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes. First name [PII], last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect. I do see [PII] right here. She is current and active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And are you needing just eligibility may or benefits?
[CUSTOMER][NEUTRAL] May I please have, yeah.
[CUSTOMER][NEUTRAL] Uh, benefits
[AGENT][NEUTRAL] OK, perfect. Are you needing inpatient or outpatient benefits on her today?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me open this up.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It looks like she has.
[AGENT][NEUTRAL] An outpatient benefit of $500 per calendar day.
[CUSTOMER][POSITIVE] Perfect. May I please have the call reference number?
[AGENT][NEUTRAL] Um, yes, the call reference number is my name, [PII], first initial, last name, [PII]. I do just want to let you know, Ms. [PII], any benefit information we give over the phone is just a verification of coverage and never guarantee payment.
[AGENT][POSITIVE] And then I'm so sorry, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's my name in today's date. I don't know if I said that or if I just said my name.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Your name in today's day, yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you, thank you, I appreciate it.
[AGENT][POSITIVE] It's my pleasure. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, that will be all for today thank you.
[AGENT][POSITIVE] For perfect thank you so much for calling APL you have such a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] My pleasure. Bye bye.