AccountId: 011433970860
ContactId: ad80f50b-f0c2-451b-b82d-7911485bd293
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99230 ms
Total Talk Time (AGENT): 37060 ms
Total Talk Time (CUSTOMER): 44298 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ad80f50b-f0c2-451b-b82d-7911485bd293_20250506T18:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling with Prisma Health Southeastern Neurosurgical and spine. I'm just checking eligibility on this patient's plan. Looks like it's a secondary plan.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 1514327.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And birthday I have is uh [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 will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well I appreciate it.
[AGENT][NEUTRAL] Was there anything else I can assist with today? [PII], yes.
[CUSTOMER][NEUTRAL] You said her name was [PII]?
[CUSTOMER][NEUTRAL] I have your last initial.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's it. I just wanna make sure it's still active, that's all.
[AGENT][POSITIVE] Alright, well thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Alright you too thank you ma'am alright bye.
[AGENT][NEUTRAL] Bye bye.