AccountId: 011433970860
ContactId: df893b83-6a2a-49ec-b89e-75106f043f37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184960 ms
Total Talk Time (AGENT): 52803 ms
Total Talk Time (CUSTOMER): 71553 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/df893b83-6a2a-49ec-b89e-75106f043f37_20250411T16:10_UTC.wav
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[AGENT][NEUTRAL] For calling APL. my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, sorry, I accidentally had you on mute. Um, hi, my name is [PII], and I'm calling from [PII], um, to get eligibility for mutual patient.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is going to be.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, I'm trying to.
[CUSTOMER][NEUTRAL] It's gonna be 023388.
[CUSTOMER][NEUTRAL] 77
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] I'm sorry, can you repeat those numbers for me?
[CUSTOMER][NEUTRAL] Mhm 02.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 77
[CUSTOMER][NEUTRAL] ML 8. So, um, M like Michael, oh sorry.
[AGENT][NEUTRAL] Patient
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] That's
[AGENT][NEGATIVE] That's not matching what I have.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] There's another.
[CUSTOMER][NEUTRAL] Number on the card as well.
[AGENT][NEUTRAL] It should be the one with the ML 8.
[AGENT][NEUTRAL] Is there one that says ML 7?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the numbers for the ML 7?
[CUSTOMER][NEUTRAL] It's the same number.
[AGENT][NEUTRAL] OK, can I have those numbers again please?
[CUSTOMER][NEUTRAL] Mhm it's 02.
[CUSTOMER][NEUTRAL] 3388.
[CUSTOMER][NEUTRAL] 77.
[AGENT][NEUTRAL] Oh, OK, all right.
[AGENT][NEUTRAL] Thank you for that. 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].
[AGENT][NEUTRAL] And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $750.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Mhm. Bye bye.