AccountId: 011433970860
ContactId: 9f4374b0-17c5-4d8c-a2b3-2d11e8158ef2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97099 ms
Total Talk Time (AGENT): 49062 ms
Total Talk Time (CUSTOMER): 44392 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9f4374b0-17c5-4d8c-a2b3-2d11e8158ef2_20250519T19:09_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, hold on.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Hi [PII], I need to verify a patient's benefits please.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] OK, I can help with that and may I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you [PII] and your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number please?
[CUSTOMER][NEUTRAL] It's 02474261 M like in Mary L 8.
[AGENT][POSITIVE] Thank you so much. Excuse me, I have that as 02474261 ML8 for the policy number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much and again you're calling to verify eligibility would you need benefits for her as well?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to know how much you cover inpatient, that's what I need to know.
[AGENT][NEUTRAL] For inpatient, OK, uh, the member shows effective as of [PII]. Policy shows active as a supplemental and for inpatient benefits. Please note verification of benefits provided does not guarantee payment. We pay up to $5000 for inpatient for the calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK perfect thank you so much that's what I needed.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye