AccountId: 011433970860
ContactId: aaf7c8a2-2332-4360-a978-f7f6f024cdb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122160 ms
Total Talk Time (AGENT): 35571 ms
Total Talk Time (CUSTOMER): 54478 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/aaf7c8a2-2332-4360-a978-f7f6f024cdb0_20250115T21:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hi, so I just need, uh, I need to check the eligibility and, um, the benefits for a patient here at Nicholas Smith Allergy care.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Um, yeah, give me one second.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hold on. OK, what's the number to here?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so the number is gonna be 305.
[CUSTOMER][NEUTRAL] 571.
[CUSTOMER][NEUTRAL] 872 9.
[AGENT][NEUTRAL] Uh what is the policy number?
[CUSTOMER][NEUTRAL] OK, my policy number is.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 235.
[CUSTOMER][NEUTRAL] 318.
[CUSTOMER][NEUTRAL] 4 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh patient's name is uh [PII]
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised 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] Um, outpatient.
[CUSTOMER][NEUTRAL] The outpatient.
[AGENT][NEUTRAL] And you show the outpatient calendar your maximum is $2000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Thank you for calling. Have a good day.
[CUSTOMER][POSITIVE] Thank you so much you too bye.
[AGENT][NEUTRAL] Mm. Bye-bye.