AccountId: 011433970860
ContactId: d8fcae16-0ee4-45eb-ad05-01834994b6e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104459 ms
Total Talk Time (AGENT): 54981 ms
Total Talk Time (CUSTOMER): 35252 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d8fcae16-0ee4-45eb-ad05-01834994b6e4_20250618T12:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility for a patient here in the ER.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII]. I'll call back number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number please.
[CUSTOMER][NEUTRAL] Sure, the policy number is going to be 02618600ML8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK. 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]. The policy is still active and for outpatient visits, including ER visits, we cover up to
[AGENT][NEUTRAL] $250 per day and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK perfect thank you so much um do you mind if I have your first name again?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your help.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Bye.