AccountId: 011433970860
ContactId: bed6c543-9d12-470a-94b7-3e19c93ea59f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142500 ms
Total Talk Time (AGENT): 48977 ms
Total Talk Time (CUSTOMER): 58641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/bed6c543-9d12-470a-94b7-3e19c93ea59f_20250429T21:13_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Nicholas Wins Hospital. I would like to check on the patient's eligibility. Can you please assist me on that?
[AGENT][POSITIVE] I'd be happy to assist with those building any time if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] 385
[CUSTOMER][NEUTRAL] 243-622-29
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 025.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] 502
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's last name is [PII]
[CUSTOMER][NEUTRAL] First name is [PII], [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guaranteed payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you um are you calling for inpatient or outpatient that a business?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum.
[CUSTOMER][NEUTRAL] Mhm 0 maximum rate.
[AGENT][NEUTRAL] It's $500.
[AGENT][NEUTRAL] Yes, I'm sorry, per day, per day 5.
[CUSTOMER][NEUTRAL] And this is secondary policy, am I right?
[CUSTOMER][NEUTRAL] OK. And it is secondary policy, am I right?
[AGENT][NEUTRAL] Yes, we're secondary.
[CUSTOMER][NEUTRAL] Yes, OK. May I know your spell out your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] If you could you please come again sorry?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] SSC thank you [PII]. Thanks for confirmation. Do you have any conference for this call?
[AGENT][NEUTRAL] This is just my name and today's date and time. Was there anything else?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, this much of your love for me. Thanks for assisting [PII]. Have a great day.
[AGENT][POSITIVE] For calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.