AccountId: 011433970860
ContactId: 0f764da0-c883-4642-af86-0355ca88018b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129990 ms
Total Talk Time (AGENT): 48917 ms
Total Talk Time (CUSTOMER): 51570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0f764da0-c883-4642-af86-0355ca88018b_20250618T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I need to get eligibility dates on a patient please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with eligibility. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, it is, uh, let me get it back here.
[CUSTOMER][NEUTRAL] Sorry, just one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] It's 02539252.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I'm gonna spell it, um, the first name is [PII]
[CUSTOMER][NEUTRAL] The last name is [PII]. I'm sorry, [PII]
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] Oh sorry, um [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And uh may I get your name again?
[AGENT][NEUTRAL] Um yes, ma'am. It's [PII]. It's spelled [PII] and my last initial is [PII] and my name and today's date will be your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you very much. I appreciate it.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Thanks.