AccountId: 011433970860
ContactId: ee930d40-f660-4c74-b035-8ccd86a63e44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103440 ms
Total Talk Time (AGENT): 44059 ms
Total Talk Time (CUSTOMER): 44799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/ee930d40-f660-4c74-b035-8ccd86a63e44_20250226T15:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi there I'm just needing to verify eligibility for a member.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02566581.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Let me look
[CUSTOMER][NEUTRAL] I have uh [PII] [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 January.
[AGENT][NEUTRAL] Well, no, I'm sorry, [PII], and is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] This is outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $3000.
[CUSTOMER][NEUTRAL] OK, and I do want to verify if that's the correct um policy ID.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, because I have another one on a surgery order, so I wanna make sure that I'm using the correct one.
[AGENT][NEUTRAL] Yeah, that's the correct one. That's the most recent one.
[CUSTOMER][NEUTRAL] OK, so maybe this one's from last year when he was scheduled.
[CUSTOMER][POSITIVE] OK, sounds like a plan. Well, thank you so much for your help.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm bye bye.