AccountId: 011433970860
ContactId: ab78d4be-efd4-4fd9-bfab-16746d30867c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104319 ms
Total Talk Time (AGENT): 46528 ms
Total Talk Time (CUSTOMER): 32818 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ab78d4be-efd4-4fd9-bfab-16746d30867c_20250321T16:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from our provider's office. I just need to verify eligibility for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. My call back is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] A, what is the policy number of the member that you're requiring eligibility for today?
[CUSTOMER][NEUTRAL] I have 02331430.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. She has outpatient benefits of $1500 per calendar year.
[AGENT][NEUTRAL] And this is not a guaranteed benefit if it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK perfect that's all I needed. Is there a reference number for the call?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference. If you don't mind, could you spell your name for me?
[CUSTOMER][NEUTRAL] She's [PII].
[CUSTOMER][NEUTRAL] And mine is [PII]
[AGENT][NEUTRAL] Thank you. My name is [PII] and today's date of reference.
[CUSTOMER][POSITIVE] Thank you, sir. Have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] Thank you.