AccountId: 011433970860
ContactId: c448317b-c026-416c-b286-479e49cdcc44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113360 ms
Total Talk Time (AGENT): 60629 ms
Total Talk Time (CUSTOMER): 56714 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c448317b-c026-416c-b286-479e49cdcc44_20250415T12:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify a gap for ape.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initials C callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The policy number is 1481598ML8. Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[AGENT][NEUTRAL] Thank you, [PII]. You're calling to verify benefits and eligibility for what place of service.
[CUSTOMER][NEUTRAL] Uh, ER, it's for a gap.
[AGENT][NEUTRAL] I got, I understand this is a gap insurance, but the place of services, the inpatient, outpatient office visit was the question that I asked.
[CUSTOMER][NEUTRAL] Me too when people go.
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEUTRAL] It's uh outpatient it's the ER.
[AGENT][NEUTRAL] But you gave it to me for ER, so the member has outpatient benefits of $500 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, the policy is active?
[AGENT][NEUTRAL] And this policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] The, the, you said [PII].
[AGENT][NEUTRAL] Yes, [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. Can I have your name again, sorry?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] and today's date as the reference. [PII], is there anything else that I could assist you with today?
[CUSTOMER][POSITIVE] That's it, [PII]. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye.