AccountId: 011433970860
ContactId: 98171cf0-5ead-4711-9008-94f5e84f2b58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85069 ms
Total Talk Time (AGENT): 41448 ms
Total Talk Time (CUSTOMER): 34742 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/98171cf0-5ead-4711-9008-94f5e84f2b58_20250401T14:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I need to check to check, um, APL if it's active.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] And [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01798075 Mary Larry 7.
[AGENT][NEUTRAL] Patients.
[CUSTOMER][NEUTRAL] Oh no, not 78.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's 8 outpatient.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [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 I do show the per day maximum for outpatient is $500.
[CUSTOMER][NEUTRAL] OK, alright, is there a 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 could assist with today?
[CUSTOMER][POSITIVE] No, that would be all thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye bye.