AccountId: 011433970860
ContactId: 244a0be7-b6d2-4a16-99ac-5a338fa89adb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117260 ms
Total Talk Time (AGENT): 67037 ms
Total Talk Time (CUSTOMER): 36419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/244a0be7-b6d2-4a16-99ac-5a338fa89adb_20250205T21:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][POSITIVE] I sure can, [PII], go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is 01871741.
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now, what is your patient's name and date of birth today please, ma'am?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that. [PII], it looks like [PII] is the insured on this medical supplemental plan, do show the original effective date is [PII] current. This policy is active, but I'm gonna step by all that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, no, I just need the liberty only. Thank you for your help. And could you please spell your name for me?
[AGENT][POSITIVE] I sure can. And is that all that I can help answer for you today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, my name is spelled [PII] yes.
[CUSTOMER][NEUTRAL] Thank you. And is there any call reference number for this call?
[AGENT][NEUTRAL] Well, we don't give call reference number [PII], but you can use my name in today's date if you need to do so, OK.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] You as well, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye.