AccountId: 011433970860
ContactId: a32391d9-367e-4a6a-bcaf-3e04d98e7030
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80279 ms
Total Talk Time (AGENT): 40647 ms
Total Talk Time (CUSTOMER): 29200 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a32391d9-367e-4a6a-bcaf-3e04d98e7030_20250519T18:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I need to check, um, eligibility on a patient's insurance.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[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 02611502.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and let me see her date of birth. Hold on, it 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] Inpatient PCP office visit.
[AGENT][NEUTRAL] OK, and do show that will be covered under the outpatient benefit of $6500 per calendar year. Um, now the only thing that would not be covered is the co-pay associated with the physician's charges.
[CUSTOMER][NEUTRAL] OK, so she would be responsible for the co-payment.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you and what is your name [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect. Alright, thank you so much, [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a nice day you too bye bye.