AccountId: 011433970860
ContactId: d77d0a1a-275c-4b4f-876f-bf81c004db38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132440 ms
Total Talk Time (AGENT): 44998 ms
Total Talk Time (CUSTOMER): 33980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d77d0a1a-275c-4b4f-876f-bf81c004db38_20250121T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am needing to get eligibility and benefits for a patient please.
[AGENT][NEUTRAL] I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], is this for service in an office setting or outpatient facility hospital?
[CUSTOMER][POSITIVE] Um, it, it would be in a in a outpatient hospital setting if I can talk. I'm so sorry.
[AGENT][NEUTRAL] That's OK, and what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02457138.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] And that's [PII] and that is direct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that information, uh, [PII]. I'm showing the policy effective date is [PII], currently active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit of covered charges is up to $500 that is per calendar day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment, and any other questions I can assist with today [PII]?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] All [PII]. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Mhm thank you you too bye.
[AGENT][NEUTRAL] Uh-huh. Bye bye.