AccountId: 011433970860
ContactId: 8f345b15-1f73-4965-ae3a-6660b99ebbeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115389 ms
Total Talk Time (AGENT): 52239 ms
Total Talk Time (CUSTOMER): 29407 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8f345b15-1f73-4965-ae3a-6660b99ebbeb_20250606T19:35_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to get eligibility for a patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 216-657-0.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Their first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And their 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.
[AGENT][NEUTRAL] I do show the policy is currently active. Effective date is [PII], and are you qualified inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Is outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $4800. Patient also has a $100.
[AGENT][NEUTRAL] Outpatient deductible, let me see if they've met that one moment.
[AGENT][NEUTRAL] Um, looks like they've only met $23.54 of that $100 outpatient deductible.
[CUSTOMER][NEUTRAL] And is there a reference number I could get from you?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.