AccountId: 011433970860
ContactId: b47bbeea-5271-485a-9caf-1657ccc6c169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101400 ms
Total Talk Time (AGENT): 42949 ms
Total Talk Time (CUSTOMER): 45191 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b47bbeea-5271-485a-9caf-1657ccc6c169_20250326T14:18_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, evening, my, my name is [PII]. I am with neuro monitoring physicians, and I'm just trying to verify coverage please on one patient.
[AGENT][POSITIVE] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02287960
[CUSTOMER][NEUTRAL] M as in Mary. L as in Larry 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's for hospital, but I'm not sure.
[CUSTOMER][NEUTRAL] Uh, looks like it might have been impatient.
[AGENT][NEUTRAL] OK, for inpatient?
[CUSTOMER][NEUTRAL] Surgery's already been performed, so I don't actually, I don't need benefits though, thank you.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] I just need to verify eligibility, so thank you for your help. I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with, [PII]?
[CUSTOMER][POSITIVE] No, I think that's it. I hope you have a great day.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL and bye.
[CUSTOMER][POSITIVE] Thank you.