AccountId: 011433970860
ContactId: adda6bff-e35f-4ac7-959f-8f3bb60d3b14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124930 ms
Total Talk Time (AGENT): 52249 ms
Total Talk Time (CUSTOMER): 45612 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/adda6bff-e35f-4ac7-959f-8f3bb60d3b14_20250618T16:13_UTC.wav
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[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm, yeah, hello hi.
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? I'm calling to check benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], callback number [PII].
[AGENT][NEUTRAL] It says [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] 02286509 ML 7.
[AGENT][NEUTRAL] And you, thank you. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what benefits are you inquiring about today?
[CUSTOMER][NEUTRAL] For inpatient labor and delivery, patient came in through the emergency room.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active, [PII], and she has inpatient benefits of $6350 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] No office required?
[AGENT][NEUTRAL] No, this is a gap insurance. It assists with the deductible co-pay and co-insurance to the primary.
[CUSTOMER][POSITIVE] Perfect. Can I get the first initial of your last name? [PII]?
[AGENT][NEUTRAL] [PII] and you can use my name in today's date as a reference because unfortunately we don't provide reference numbers [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank you very
[CUSTOMER][POSITIVE] That will be all thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] OK.