AccountId: 011433970860
ContactId: ac8fcd31-f6dc-4387-80d1-071916dfa14b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101440 ms
Total Talk Time (AGENT): 34329 ms
Total Talk Time (CUSTOMER): 39501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ac8fcd31-f6dc-4387-80d1-071916dfa14b_20250520T19:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I just need to let you know that the entire call will be monitored and recorded for quality and compliance purposes. I'm just calling to verify eligibility for a member.
[AGENT][POSITIVE] I'd be happy to assist with eligibility and benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it's 1905638.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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].
[AGENT][NEUTRAL] And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Um, it's for inpatient. I actually don't need any benefit information, um, but do you guys keep a coordination of benefits on file?
[AGENT][NEUTRAL] Um, we don't coordinate benefits. We're the gap insurance.
[CUSTOMER][NEUTRAL] OK, I just wanted to confirm that and do you have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] All right, thank you so much for your help today, [PII]. You have a great day.
[AGENT][POSITIVE] Thank you for calling APO you have a great day as well.
[CUSTOMER][POSITIVE] Thanks bye bye.