AccountId: 011433970860
ContactId: 16fe13ea-efbd-4acb-91dd-6e9b166b9ab4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93019 ms
Total Talk Time (AGENT): 38148 ms
Total Talk Time (CUSTOMER): 32572 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/16fe13ea-efbd-4acb-91dd-6e9b166b9ab4_20250226T20:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to the patient eligibility. Could you please help?
[AGENT][POSITIVE] I'd be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] with extension [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02568982
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Information and what is the date of service?
[CUSTOMER][NEUTRAL] It is per month of this month.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] For this month.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] I just need the only. Thank you for your information. Could you please spell your name for me?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all for the day. Thank you for your help.
[AGENT][POSITIVE] Thank you for calling ATM. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, uh, deposit.
[CUSTOMER][NEUTRAL] What