AccountId: 011433970860
ContactId: 92f972ed-4d5b-4f2e-ba1e-a866c5efa8f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123569 ms
Total Talk Time (AGENT): 42737 ms
Total Talk Time (CUSTOMER): 48795 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/92f972ed-4d5b-4f2e-ba1e-a866c5efa8f4_20250313T20:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh yeah, hi, my name is [PII] calling from Bayless Cotton White to check patient eligibility and authorization requirement.
[AGENT][POSITIVE] I'll be happy to assist with benefits and authorization today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, ID number.
[CUSTOMER][NEUTRAL] It is 023.
[CUSTOMER][NEUTRAL] 56475.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Your patient's name [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[CUSTOMER][NEUTRAL] You
[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].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's for fish.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $3000.
[AGENT][NEUTRAL] And we don't require authorization.
[CUSTOMER][NEUTRAL] OK, thanks for now. uh, yeah, that's what I have, so just need the reference number for the call.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Uh, no, that's all I have. Thanks for assisting. Have a nice day. Thank you.
[AGENT][POSITIVE] Thank you for calling, have a good day thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm bye now.
[AGENT][NEUTRAL] Bye bye.