AccountId: 011433970860
ContactId: f2cb760c-0587-40f6-90b1-805a61907492
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112779 ms
Total Talk Time (AGENT): 42569 ms
Total Talk Time (CUSTOMER): 40149 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/f2cb760c-0587-40f6-90b1-805a61907492_20250425T13:50_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from our provider's office. I just need to verify eligibility for a patient.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 02613034.
[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
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $1500.
[CUSTOMER][POSITIVE] Perfect. And it says on the insurance card, this is not major insurance coverage?
[AGENT][NEUTRAL] No, we're the gap insurance we work in conjunction with the major medical.
[CUSTOMER][NEUTRAL] Oh, I see. OK, let me just fix this. So this is secondary, and I have the claims address as [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, alright, is there a reference number for the call?
[AGENT][NEUTRAL] Reference would just be my name [PII] last initial [PII] as [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that would be all, [PII]. Thank you. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you