AccountId: 011433970860
ContactId: 2b4a3e28-a459-414f-959e-1d5078364e8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88669 ms
Total Talk Time (AGENT): 44922 ms
Total Talk Time (CUSTOMER): 28641 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2b4a3e28-a459-414f-959e-1d5078364e8b_20250617T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify um eligibility for a member.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 01819420. M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of clients. Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII] and I'm not showing any active policies in our system.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.