AccountId: 011433970860
ContactId: 9f124e3e-9c5a-4923-8895-738e17d67522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86430 ms
Total Talk Time (AGENT): 39470 ms
Total Talk Time (CUSTOMER): 36671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9f124e3e-9c5a-4923-8895-738e17d67522_20250318T17:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, I was just calling to verify the patient's eligibility for this.
[CUSTOMER][NEUTRAL] Insurance
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And what is that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02456953, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. 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. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $2,025.
[CUSTOMER][NEUTRAL] Got it alrighty and is there a call reference number?
[AGENT][NEUTRAL] Reference would just be my name [PII] last [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] That's it, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Mhm thanks you too uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.