AccountId: 011433970860
ContactId: 0887a196-f9b3-4a90-9f9e-c61333cb79dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76099 ms
Total Talk Time (AGENT): 36660 ms
Total Talk Time (CUSTOMER): 36870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0887a196-f9b3-4a90-9f9e-c61333cb79dc_20250121T14:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm with Viera Hospital in [PII]. I'm calling to verify eligibility on a supplemental.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 01854779
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy actually expired on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Hang on just a
[CUSTOMER][POSITIVE] OK perfect thank you so much appreciate your time have a wonderful day.
[AGENT][NEUTRAL] OK, is there any
[AGENT][POSITIVE] Thank you. Thank you for calling AP.
[CUSTOMER][POSITIVE] That'll do it thank you bye bye.
[AGENT][NEUTRAL] Mm bye.