AccountId: 011433970860
ContactId: 8f9e23e8-13bf-429f-aece-256cb082bf47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116129 ms
Total Talk Time (AGENT): 48674 ms
Total Talk Time (CUSTOMER): 39087 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/8f9e23e8-13bf-429f-aece-256cb082bf47_20250430T20:25_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was just calling to get a patients, um, verification check just to see if the insurance is eligible.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And the policy number is 1312444ML8.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]. She's a dependent.
[AGENT][NEUTRAL] Let me give you the correct policy number.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 254-9484.
[CUSTOMER][NEUTRAL] Is that all?
[AGENT][POSITIVE] Yes, 254-9484. Yes, that is correct.
[CUSTOMER][NEUTRAL] Like is that the complete policy number?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. Give me [PII]'s date of birth again please if you don't mind.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in regards to benefits for what place of service?
[CUSTOMER][NEUTRAL] Urgent care.
[AGENT][NEUTRAL] She has outpatient benefits?
[AGENT][NEUTRAL] Of $6000 per calendar year and this is not a guarantee of benefits just a disclaimer of the policy's coverage and she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alrighty thank you for that and would you be able to give me a reference number for this call, a reference number?
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[AGENT][NEUTRAL] We don't provide those here. however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You too take care.