AccountId: 011433970860
ContactId: 10ec9576-a690-4df1-9979-428c6435b0a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121900 ms
Total Talk Time (AGENT): 51268 ms
Total Talk Time (CUSTOMER): 38012 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/10ec9576-a690-4df1-9979-428c6435b0a3_20250606T13:03_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Roper Saint Francis Physicians Network. I was calling to get a patient, um, eligibility status.
[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] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it's 02574097.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] Yes, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] That was everything I needed, and can you confirm the address claim should be sent to you?
[AGENT][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. That was everything I needed.
[AGENT][POSITIVE] OK, [PII], since there isn't anything else I can assist you with, I thank you for calling APL and you have a great weekend.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][POSITIVE] Yeah you too bye bye.
[AGENT][POSITIVE] Thanks. Bye.