AccountId: 011433970860
ContactId: 1cf145b7-a2ed-43b7-924c-e12f1f2b666b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91830 ms
Total Talk Time (AGENT): 33870 ms
Total Talk Time (CUSTOMER): 33548 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/1cf145b7-a2ed-43b7-924c-e12f1f2b666b_20250417T16:18_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I just need to let you know that the entire call will be monitored and recorded for quality and compliance purposes. I'm just calling to verify eligibility and see if you guys keep a COB on file.
[AGENT][POSITIVE] OK, I'll be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 01986419.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. 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].
[AGENT][NEUTRAL] Um, now we, um, don't coordinate benefits. We're the gap insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so then I think that is all I need. Do you have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Bye.