AccountId: 011433970860
ContactId: fd83972d-f0c7-4885-93c1-75e0c46eddc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70699 ms
Total Talk Time (AGENT): 30623 ms
Total Talk Time (CUSTOMER): 27270 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/2025/02/04/fd83972d-f0c7-4885-93c1-75e0c46eddc6_20250204T13:29_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of a hospital. I'm trying to verify a member's eligibility.
[AGENT][POSITIVE] Sure [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, policy number is 02521709.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify benefits eligibility for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active, and [PII] has outpatient benefits of $200 per calendar day and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Goodbye.