AccountId: 011433970860
ContactId: db286722-738b-446e-81ed-38c5e3e3067b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104559 ms
Total Talk Time (AGENT): 40382 ms
Total Talk Time (CUSTOMER): 42890 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/db286722-738b-446e-81ed-38c5e3e3067b_20250507T16:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, um, I'm looking to see eligibility for a patient.
[AGENT][POSITIVE] OK, I'd be happy to assist with the eligibility.
[AGENT][NEUTRAL] May I have your first name, please?
[CUSTOMER][NEUTRAL] My first name is [PII]
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number would be 02475560.
[CUSTOMER][NEUTRAL] M as in Mary, L as in lake, and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [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.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $750.
[CUSTOMER][POSITIVE] Perfect and can I just get a reference call for this number? I mean for this call?
[AGENT][NEUTRAL] Reference is just my name. Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye.