AccountId: 011433970860
ContactId: d35642aa-7688-4ef9-91f0-fa7c6879a046
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106370 ms
Total Talk Time (AGENT): 38358 ms
Total Talk Time (CUSTOMER): 45618 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d35642aa-7688-4ef9-91f0-fa7c6879a046_20250304T18:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I needed to verify eligibility on 2 patients please.
[AGENT][POSITIVE] I'll be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02597159.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], birthday [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] Um, outpatient just like doctor's office.
[AGENT][NEUTRAL] OK, I do show the per day maximum for office visit is $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then they, they're patient, mm let's see.
[CUSTOMER][NEUTRAL] Her birthday is, is last name [PII] same um first name [PII], birth date [PII].
[AGENT][NEUTRAL] And the same applies for her, it's the same policy.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.