AccountId: 011433970860
ContactId: 1eaa829d-bd13-449d-8f60-bd713c9cd62c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94220 ms
Total Talk Time (AGENT): 51526 ms
Total Talk Time (CUSTOMER): 33189 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/1eaa829d-bd13-449d-8f60-bd713c9cd62c_20250124T17:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from a provider's office to um verify eligibility and make sure we're in network with this patient's plan.
[AGENT][POSITIVE] Well, it would be a pleasure to assist you with that eligibility and network information. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII] and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Um, 02580282.
[AGENT][NEUTRAL] And what is the policy, I'm sorry, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now this policy participates in the multi-plan network, but network participation is not required for benefits.
[CUSTOMER][NEUTRAL] OK let's plan.
[CUSTOMER][POSITIVE] All right, thank you so much. And can I get a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No ma'am that's all thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Bye-bye.