AccountId: 011433970860
ContactId: f5f6d7cf-4ea0-4d8d-9e54-c509384f8c3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89410 ms
Total Talk Time (AGENT): 33238 ms
Total Talk Time (CUSTOMER): 40993 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f5f6d7cf-4ea0-4d8d-9e54-c509384f8c3b_20250520T18:59_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I work with WakeMed Eurogynecology, and I am calling to verify a patient's um.
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02455060.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII]. I'm not sure if that's how you pronounce it, but the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. 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] excuse me, [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] So the outpatient calendar, your maximum is $3150.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][POSITIVE] Nope, that's it. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.