AccountId: 011433970860
ContactId: b3c21f8d-b8dc-4033-8ed2-1e81c7d3d253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93080 ms
Total Talk Time (AGENT): 46710 ms
Total Talk Time (CUSTOMER): 35757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b3c21f8d-b8dc-4033-8ed2-1e81c7d3d253_20250409T17:46_UTC.wav
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[AGENT][NEUTRAL] For calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi hi [PII] how are you? I'm calling to get eligibility of benefits please.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 1669859 M as in Mary, L as in Lisa, 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, medical benefits, uh, medical, um, in reference to doctor appointment, etc.
[AGENT][NEUTRAL] OK. I do show the per day maximum is $500 and that only includes the treatment and procedures at the visit. It does not include the co-pay that is associated with the physician's charges.
[CUSTOMER][NEUTRAL] OK, and what does there do you have a reference number for this call, [PII]?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.