AccountId: 011433970860
ContactId: fb3f22d3-2d78-45cf-8b3a-d1f2d9b21b70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123559 ms
Total Talk Time (AGENT): 61372 ms
Total Talk Time (CUSTOMER): 28122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/fb3f22d3-2d78-45cf-8b3a-d1f2d9b21b70_20250512T13:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, I'm just needing eligibility and benefits on the patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and callback number is [PII]. I'm at extension [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02156245.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's a specialist office.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. Actually, I'm not showing that office visits are covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm only showing coverage for inpatient and outpatient hospital and urgent care facilities.
[CUSTOMER][NEUTRAL] Alright then I think I, what was your name again? I'm sorry.
[AGENT][NEUTRAL] Um, it's [PII]. um it's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I think I just need a reference number if you have one.
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.