AccountId: 011433970860
ContactId: be17e4e0-f594-4d40-b4a9-040be7f42594
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86620 ms
Total Talk Time (AGENT): 32181 ms
Total Talk Time (CUSTOMER): 40456 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/be17e4e0-f594-4d40-b4a9-040be7f42594_20250418T13:59_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from BJC Medical Group. I'm trying to confirm a patient's eligibility status.
[AGENT][POSITIVE] I'll be happy to assist with eligibility today, [PII]. I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, and I'm sorry, did you say [PII] or sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I just wanna make sure I heard you right, um.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII] sorry.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02440278.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and from our date of birth [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] Mhm
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $5000.
[CUSTOMER][POSITIVE] OK great thank you so much for the verification I appreciate it.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Not today.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] You too.