AccountId: 011433970860
ContactId: 1c87b23e-e7de-455d-92bb-4c0b6b5ffc3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127160 ms
Total Talk Time (AGENT): 48052 ms
Total Talk Time (CUSTOMER): 76551 ms
Interruptions: 4
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/1c87b23e-e7de-455d-92bb-4c0b6b5ffc3c_20250324T16:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi there, my name is [PII]. I am calling from a provider's office and I'm just calling to verify eligibility for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. It's spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, and my callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It is 02588023.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] patient's name.
[CUSTOMER][NEUTRAL] This is for [PII] and the date of birth is [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]. The policy is still active and for a breakdown of the benefits and the fee schedule, I can fax that to you.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I verification.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] Hello, we have reached.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I should be OK. I do have one from before, um.
[CUSTOMER][NEUTRAL] I only have a question. Does it downgrade on the posterior fillings? OK, alright, sounds good. I think that's all I need.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, no, ma'am. We don't downgrade on anything.
[AGENT][NEUTRAL] OK. Well, I thank you, [PII], for calling APL. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that will be it.
[AGENT][POSITIVE] OK. Thank you again for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mhm, thank you.
[CUSTOMER][NEUTRAL] earliest I can do is