AccountId: 011433970860
ContactId: f214fe9a-6505-473c-be6c-62b61f728b34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95269 ms
Total Talk Time (AGENT): 40351 ms
Total Talk Time (CUSTOMER): 34938 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f214fe9a-6505-473c-be6c-62b61f728b34_20250430T18:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from [PII]. I'm trying to verify benefits for a patient.
[AGENT][POSITIVE] I'll be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And so if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02291002 M as in Mary, L for Lima 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [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 [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient benefit.
[AGENT][NEUTRAL] I do show the outpatient per day maximum is $500.
[CUSTOMER][POSITIVE] Perfect. Uh, and your name?
[AGENT][NEUTRAL] [PII] last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh, sorry, your first name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.