AccountId: 011433970860
ContactId: 1d31d9b1-40af-46ad-9609-560715dfd273
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105069 ms
Total Talk Time (AGENT): 37569 ms
Total Talk Time (CUSTOMER): 32839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/1d31d9b1-40af-46ad-9609-560715dfd273_20250321T17:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], I was just trying to see if I can get um eligibility and benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 02300258.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [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]. And are you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That will be it.
[AGENT][POSITIVE] Alright, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][NEUTRAL] Mhm. Bye bye.