AccountId: 011433970860
ContactId: 0c4f10b5-fff7-429a-9018-c3cf5516ffe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122309 ms
Total Talk Time (AGENT): 61379 ms
Total Talk Time (CUSTOMER): 30623 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/0c4f10b5-fff7-429a-9018-c3cf5516ffe7_20250313T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from Novant Health, and I'm sorry, how do you spell your name?
[AGENT][NEUTRAL] My name is spelled [PII], [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to verify eligibility on a patient.
[AGENT][POSITIVE] OK, I'd be glad to help you go ahead send.
[AGENT][POSITIVE] Yeah and give me a good policy number.
[CUSTOMER][NEUTRAL] 00964740
[AGENT][POSITIVE] Alrighty, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Alright, thank you so much for all that information, [PII]. Now what is your patient's name and date of birth today please ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Alrighty [PII], thanks for all that information. Looks like [PII] is a dependent spouse on this medical supplemental plan. This show her original effective that is [PII] to current. She is active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit or just checking eligibility today, [PII]?
[CUSTOMER][NEUTRAL] Just, just checking eligibility.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, do you give a reference number?
[AGENT][NEUTRAL] No, ma'am, we don't give reference numbers any, but you can use my name on today's date, OK?
[CUSTOMER][POSITIVE] All right, thank you. I appreciate your time.
[AGENT][POSITIVE] Yes ma'am, [PII], and thanks for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.