AccountId: 011433970860
ContactId: e5d520f6-8428-4138-9caf-8d33ddb29280
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125589 ms
Total Talk Time (AGENT): 41666 ms
Total Talk Time (CUSTOMER): 41291 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e5d520f6-8428-4138-9caf-8d33ddb29280_20250528T18:49_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check a patient eligibility.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] Alright, and what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01823139 M as in Mike L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth [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] For outpatient?
[AGENT][NEUTRAL] I do show the outpatient per day maximum is $500.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh, I want to submit a claim. So do you have any fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. OK, thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.