AccountId: 011433970860
ContactId: dc20a59c-078c-4042-b5fd-1326ea862f08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146839 ms
Total Talk Time (AGENT): 46220 ms
Total Talk Time (CUSTOMER): 106860 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/dc20a59c-078c-4042-b5fd-1326ea862f08_20250624T19:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] APL, my name is [PII]. How can I assist? Hi, Ms. [PII]. I was calling to check, uh, eligibility for one of my patients.
[AGENT][POSITIVE] I'll be happy to assist with eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] I'd be happy to assist with. May I have your first name? [PII] last initial is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] And if I can get a good callback number for you?
[CUSTOMER][POSITIVE] if I can get a good call back number for you. Um it is um [PII]. Give me one second. I got a new number today.
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] And what is the policy number? The policy number is 02519567.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK his name and date of birth. Date of birth is [PII]. Uh date of birth is La name is [PII] uh as the last name. The first name 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] Thank you for that information. Please be advised by the verification of course is not a guarantee of payment. I do the policy is currently active effective date in August.
[CUSTOMER][NEUTRAL] And are you calling for information?
[CUSTOMER][POSITIVE] Impatient.
[AGENT][NEUTRAL] I do show the inpatient calendar year maximum is $4050.
[CUSTOMER][NEUTRAL] And just show the inpatient calendar year maximum is $4050. OK.
[CUSTOMER][NEUTRAL] And um does this, is it a certain type of plan that this patient have? Like is it a HMO PPO?
[AGENT][NEUTRAL] Um, we're the gap insurance, so you would need to contact the major medical to find out what type of major medical plan they have.
[CUSTOMER][NEUTRAL] Um, we're the gap, the gap, OK.
[CUSTOMER][NEUTRAL] You need to contact the major medical to find out what type of major medical plan they have. OK, yes ma'am.
[CUSTOMER][NEUTRAL] And link all right and if I could get a call reference number.
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] Reference this is my name [PII]. My initial S [PII], and the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you for calling APO. Have a good day.