AccountId: 011433970860
ContactId: 06796eb3-5e1d-4d3d-91c6-9dbb0a088fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81139 ms
Total Talk Time (AGENT): 31809 ms
Total Talk Time (CUSTOMER): 27648 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/06796eb3-5e1d-4d3d-91c6-9dbb0a088fc6_20250429T17:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling. I need to check eligibility on a patient.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02359363
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy lapsed as of [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I needed. Can I get a call reference number please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] Alright, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks [PII].
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.