AccountId: 011433970860
ContactId: 03734037-69dc-4318-996a-746ee4dbb5b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105819 ms
Total Talk Time (AGENT): 48018 ms
Total Talk Time (CUSTOMER): 39965 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/03734037-69dc-4318-996a-746ee4dbb5b0_20250610T12:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ay, this is [PII] last initial [PII] I'm just calling to check on eligibility for a patient, please.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02458749
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] It's for outpatient um I just needed to know the effective date. I don't need benefits.
[CUSTOMER][NEUTRAL] Um, let's see, I have everything else that I need. Is there any reference for the call today, EV?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. Um my name is spelled [PII] last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye.