AccountId: 011433970860
ContactId: 2c4b62f9-8c59-425e-af6a-424d7bd59aba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195820 ms
Total Talk Time (AGENT): 70952 ms
Total Talk Time (CUSTOMER): 34953 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/2c4b62f9-8c59-425e-af6a-424d7bd59aba_20250421T21:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to verify eligibility and benefits for mutual patient.
[AGENT][NEUTRAL] All right, I'm happy to check on eligibility and benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's gonna be.
[CUSTOMER][NEUTRAL] 25582667
[AGENT][NEUTRAL] Alright, let me up here.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]'s date of birth [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] All right. And what type of coverage are we looking for? Are we looking for medical, dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] With this plan, let me double check this.
[AGENT][NEUTRAL] Looks like it's a group cancer plan.
[AGENT][NEUTRAL] OK, so the member does have an insurance plan with us for, it's a limit, it's a cancer plan. Are they being seen for any treatment in relation to that?
[CUSTOMER][NEUTRAL] Uh yes. Uh, they're actually, yeah, they're coming in for oncology.
[AGENT][NEUTRAL] OK, so the plan is active. It looks like their effective date on here is gonna be [PII].
[CUSTOMER][NEUTRAL] OK. So it is active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, then that would be it, sir. If I can get a call reference for a call if you have one for me, please.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and then today's date. My name is [PII], which is spelled [PII] and then my last initial is [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a good rest of your day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] Bye. You