AccountId: 011433970860
ContactId: eb8f084c-8e78-43b7-b647-3232590f797f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87180 ms
Total Talk Time (AGENT): 37790 ms
Total Talk Time (CUSTOMER): 30721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/eb8f084c-8e78-43b7-b647-3232590f797f_20250213T14:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits eligibility on a patient please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a
[AGENT][NEUTRAL] Callback number for you and that policy number.
[CUSTOMER][NEUTRAL] Uh yes, callback number is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02450098M like Mary L like Larry 8.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth, and I'll be able to assist you, [PII].
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. She has outpatient benefits of $750 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all actually thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Goodbye.