AccountId: 011433970860
ContactId: aa896f48-10bd-41b9-8148-767f30419fa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144419 ms
Total Talk Time (AGENT): 48222 ms
Total Talk Time (CUSTOMER): 59000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/aa896f48-10bd-41b9-8148-767f30419fa9_20250411T12:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you now.
[CUSTOMER][NEUTRAL] OK sorry um I'm calling to verify uh eligibility on a patient please.
[AGENT][POSITIVE] I'll be happy to assist with eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get it through.
[CUSTOMER][NEGATIVE] I'm, I'm having a hard time understanding you. It sounds like you're far, far away. There's an echo in there.
[AGENT][NEUTRAL] I'm sorry. Can I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02579342
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I've got [PII] and the 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 as you show the policy is active. Effective date is [PII]. And is this for inpatient or outpati?
[CUSTOMER][NEUTRAL] Uh, it's, let's see outpace well, I don't know.
[CUSTOMER][NEUTRAL] Looks like outpatient.
[AGENT][NEUTRAL] I'm showing the outpatient calendar year maximum is $3500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get a call reference number please?
[AGENT][NEUTRAL] Reference is just my name, [PII], last initial [PII], and the date and time of the.
[CUSTOMER][NEGATIVE] I'm, I'm sorry, I'm, I'm having a hard time understanding you again. It's like staticky sounding now.
[AGENT][NEUTRAL] I'm sorry, uh, reference number is just my name, [PII], and today's date and time.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And today's date?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, well thank you very much appreciate your help.
[AGENT][POSITIVE] Thank you for calling ACL. Have a good day.