AccountId: 011433970860
ContactId: 0b048609-0f4b-425b-a275-2dd210c538f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107379 ms
Total Talk Time (AGENT): 30637 ms
Total Talk Time (CUSTOMER): 39994 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0b048609-0f4b-425b-a275-2dd210c538f2_20250325T14:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to get verification of coverage on a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Phone number here is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have uh the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, the policy number I have is 02341145.
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you need just eligibility or do you need benefits as well?
[CUSTOMER][NEUTRAL] I just need eligibility because he's got an appointment tomorrow.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][POSITIVE] It looks like he is effective on.
[AGENT][NEGATIVE] Sorry, system's running a little slow.
[AGENT][NEUTRAL] Uh, active and effective 5123.
[CUSTOMER][POSITIVE] Uh, 5123 wonderful.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.