AccountId: 011433970860
ContactId: a840de2b-cd57-4c02-a3d4-2ba229b8b0f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106319 ms
Total Talk Time (AGENT): 36124 ms
Total Talk Time (CUSTOMER): 48914 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/a840de2b-cd57-4c02-a3d4-2ba229b8b0f8_20250505T18:26_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, um, I work at a pediatric office and I was just calling to verify a, uh, policy with you guys for a parent.
[AGENT][POSITIVE] I'd be happy to assist with the 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] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it says 02465508.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Let's see, well, it's under the mom [PII].
[CUSTOMER][NEUTRAL] Um, but the child's name is [PII].
[CUSTOMER][NEUTRAL] And do you need the child's date of birth or mom's?
[AGENT][NEUTRAL] Child's date of birth.
[CUSTOMER][NEUTRAL] OK, [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] Outpatient.
[AGENT][NEUTRAL] OK, and do you show the outpatient calendar year maximum is $2000.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Well thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.