AccountId: 011433970860
ContactId: a4175772-149a-45c8-ba17-d101989a2817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156339 ms
Total Talk Time (AGENT): 69423 ms
Total Talk Time (CUSTOMER): 41549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a4175772-149a-45c8-ba17-d101989a2817_20250210T18:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to track patients um gap policy.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You pronounce your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], could I have a policy number for the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] 01611710
[AGENT][NEUTRAL] And can you verify the, give it to me one more time?
[CUSTOMER][NEUTRAL] 01611710
[AGENT][NEGATIVE] Something is not correct.
[CUSTOMER][NEUTRAL] Let me see, hold on.
[AGENT][NEUTRAL] Could you verify the copy of the card to see what the number is, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 01611710
[AGENT][NEUTRAL] So there wasn't a 0 behind the 1.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. [PII] has a maximum benefit amount of $1500 per calendar year for outpatient services, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[AGENT][NEUTRAL] He has not utilized any of his benefits for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it. Can I get a reference number?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye.