AccountId: 011433970860
ContactId: ee5258f7-fe81-47c0-ab51-f34f366b79f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91260 ms
Total Talk Time (AGENT): 45944 ms
Total Talk Time (CUSTOMER): 29039 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ee5258f7-fe81-47c0-ab51-f34f366b79f4_20250206T17:04_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to verify eligibility for a patient.
[AGENT][POSITIVE] I'm sure I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 00616175.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. And for a breakdown of all the benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK, um, I don't need the breakdown. Do they have 1000 for the max and 50 for the deductible left?
[AGENT][NEUTRAL] OK, one moment. Let's see.
[CUSTOMER][NEUTRAL] Schedule
[CUSTOMER][NEUTRAL] The exam.
[AGENT][NEUTRAL] Yes, ma'am. I'm showing that it is per calendar year and it's all available.
[CUSTOMER][POSITIVE] OK, thank you so much that's all I needed.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], thank you for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.