AccountId: 011433970860
ContactId: f2151fd4-7b4a-44aa-8f13-2d211e7ef737
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82599 ms
Total Talk Time (AGENT): 35881 ms
Total Talk Time (CUSTOMER): 33089 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f2151fd4-7b4a-44aa-8f13-2d211e7ef737_20250602T15:13_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I was actually calling to verify eligibility for a patient.
[AGENT][POSITIVE] I'll be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, so 01905662.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [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].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, inpatient.
[AGENT][NEUTRAL] I do show the inpatient calendar year maximum is $5000.
[CUSTOMER][NEUTRAL] And would you happen to have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial S as [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Uh, no, that'll be all, thank you.
[AGENT][POSITIVE] Thank you for calling APL