AccountId: 011433970860
ContactId: b2f1cf25-e33b-4a30-9a74-73b15eed5431
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140570 ms
Total Talk Time (AGENT): 73664 ms
Total Talk Time (CUSTOMER): 33138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b2f1cf25-e33b-4a30-9a74-73b15eed5431_20250415T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, um, I need to verify eligibility and, um, for a patient please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure it's [PII] um.
[CUSTOMER][NEUTRAL] The telephone number is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] and it's from [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's um [PII] [PII] and then the policy is 2175427.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify uh her benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary and it helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $1500 and then she also has an outpatient per calendar day benefit of $500.
[CUSTOMER][POSITIVE] OK, perfect. May I have your name please?
[AGENT][NEUTRAL] Yes, um, it is [PII]
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is that all I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that's it thank you so much.
[AGENT][POSITIVE] Alright well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.