AccountId: 011433970860
ContactId: da800399-e4d9-42f8-a0e0-f3290d194e57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177860 ms
Total Talk Time (AGENT): 64267 ms
Total Talk Time (CUSTOMER): 68291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/da800399-e4d9-42f8-a0e0-f3290d194e57_20250625T17:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, yes, I want to verify, uh, patients gap insurance.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] And now if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] 0245.
[CUSTOMER][NEUTRAL] 84994.
[CUSTOMER][NEUTRAL] M as in Mary, L 8.
[AGENT][NEUTRAL] Um, that's too many numbers.
[AGENT][NEUTRAL] Um, do you have
[CUSTOMER][NEUTRAL] Oh, I see, uh, oh sorry, sorry, it's payer ID is that what it is?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I that's the right policy number, but are you looking at the card because there's too many numbers because I ran out of room when you were giving me the policy number, so there's, it's too many numbers involved.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is that the I don't know if that's the the payer ID oh sorry?
[AGENT][NEUTRAL] Are you looking at
[AGENT][NEUTRAL] Are you looking at the card or did the patient just put write that in?
[CUSTOMER][NEUTRAL] I'm looking at the card, yeah.
[AGENT][NEUTRAL] OK, give me just the numbers on that policy number again please.
[CUSTOMER][NEUTRAL] Yeah, I'm looking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 584.
[CUSTOMER][NEUTRAL] 94.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, last name is [PII] O. First name is [PII] N. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guaranteed payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $750.
[CUSTOMER][POSITIVE] $750 perfect thank you I appreciate it.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Um, can I have a reference number, please?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling ATO have a good day.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Have a good day