AccountId: 011433970860
ContactId: c4221b9b-bc66-47a1-b098-1f3dec65015b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135279 ms
Total Talk Time (AGENT): 60751 ms
Total Talk Time (CUSTOMER): 52537 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/c4221b9b-bc66-47a1-b098-1f3dec65015b_20250425T16:23_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I need to check benefit eligibility for a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] The ID number is [PII].
[CUSTOMER][NEUTRAL] 1465.
[CUSTOMER][NEUTRAL] MLA.
[AGENT][NEUTRAL] Could you spell, provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] My name, [PII]
[AGENT][NEUTRAL] Thank you [PII], and what was the call back number?
[AGENT][NEUTRAL] Just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]. Sure.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] And the policy number of the member because I didn't catch it when you provided it.
[CUSTOMER][NEUTRAL] Uh, do you, do you want me to repeat it back again?
[AGENT][POSITIVE] Yes, please, it'd be greatly appreciated.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it is 02491465 MLA.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and this patient born [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, we are outpatient independent facilities.
[AGENT][NEUTRAL] This member's policy has been active since April, I'm sorry since since [PII] and it's currently active. The member has outpatient benefits of $250 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage, [PII].
[CUSTOMER][NEUTRAL] So, it's 250 per day.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Do you have a call for this call, this call, please?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name and today's date as a reference is [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] Thank you, thank you, sorry. That's all I need. Have a wonderful day. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.