AccountId: 011433970860
ContactId: 1d544249-97f1-42d6-9857-a0f416024b4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73769 ms
Total Talk Time (AGENT): 25520 ms
Total Talk Time (CUSTOMER): 38659 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/1d544249-97f1-42d6-9857-a0f416024b4b_20241231T18:13_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] calling from a provider's office calling to verify coverage and get some info please.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02129429.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient would be the
[CUSTOMER][NEUTRAL] Spouse or son, I'm not sure. Date of birth [PII].
[AGENT][NEUTRAL] What's the patient's name? I'm sorry.
[CUSTOMER][NEUTRAL] The patient is [PII]
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Well, well, I'm sorry dear, well [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show that this policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Alright, let's, that's it. OK, thank you, appreciate your help.
[AGENT][POSITIVE] Thank you for calling APO.
[CUSTOMER][POSITIVE] Have a good holiday, yep, [PII]. bye.
[AGENT][POSITIVE] Happy holidays thank you.