AccountId: 011433970860
ContactId: 1363f8ce-41e1-4c31-9e1d-45cf27810435
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106000 ms
Total Talk Time (AGENT): 47309 ms
Total Talk Time (CUSTOMER): 38628 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/1363f8ce-41e1-4c31-9e1d-45cf27810435_20250314T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi Miss [PII], good morning. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][POSITIVE] OK, a good callback number, please.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 01603016.
[AGENT][NEUTRAL] OK. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you 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 the policy expired on [PII].
[CUSTOMER][NEUTRAL] Alrighty, and by chance did, uh, is there a new policy for the patient?
[AGENT][NEUTRAL] Um, no, ma'am. I'm not showing a new policy in the system.
[CUSTOMER][POSITIVE] OK, alrighty, thank you so much for your help. You have a great day and stay safe.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, and I'm.
[CUSTOMER][NEUTRAL] What was the term date? I'm sorry.
[AGENT][NEUTRAL] Um, the term date was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty. Thank you so much. That'll be all. You have a great day and stay safe. Enjoy your weekend.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. bye.
[CUSTOMER][POSITIVE] Thank you bye bye.