AccountId: 011433970860
ContactId: cc0dcf44-5107-43dc-a605-ec516513d0c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112220 ms
Total Talk Time (AGENT): 59321 ms
Total Talk Time (CUSTOMER): 38399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cc0dcf44-5107-43dc-a605-ec516513d0c4_20250602T12:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ETL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm trying to verify eligibility and benefits on a patient's gap insurance.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. And first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and a good call back would be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 1563875
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you 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], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for outpatient and it's for a specialist office visit.
[AGENT][NEUTRAL] OK. OK. Actually, office visits and services provided in office is not covered under this policy.
[CUSTOMER][NEUTRAL] OK, so it doesn't cover anything.
[AGENT][NEUTRAL] Right, now now.
[CUSTOMER][NEUTRAL] If they do any treatments or anything like that.
[AGENT][NEUTRAL] Right, not if it's done in office. I'm only showing outpatient benefits for urgent care and outpatient hospital facilities.
[CUSTOMER][POSITIVE] OK, all right, thank you so much. What is your name?
[AGENT][NEUTRAL] Um, my name is [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it you have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APO mm bye.
[CUSTOMER][NEUTRAL] Bye bye.