AccountId: 011433970860
ContactId: f513ff0f-7a9f-4002-8ef8-85afd1ef654f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69900 ms
Total Talk Time (AGENT): 34277 ms
Total Talk Time (CUSTOMER): 23341 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f513ff0f-7a9f-4002-8ef8-85afd1ef654f_20250306T14:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify um gap coverage.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Insurance, thank you. What is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] 02432942. M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth, and I'll be be able to assist you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. [PII] has $5000 per calendar year for outpatient services, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK, I think that's all the information that I needed.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.