AccountId: 011433970860
ContactId: 2e8f2d6f-ff81-4acd-894e-f31a0a7a471e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105459 ms
Total Talk Time (AGENT): 57479 ms
Total Talk Time (CUSTOMER): 30494 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2e8f2d6f-ff81-4acd-894e-f31a0a7a471e_20250204T21:20_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] from Digital um, um, practice health.
[CUSTOMER][NEUTRAL] I'm just trying to go ahead and verify um eligibility on a patient of ours.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, sir.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, it is 02115936.
[AGENT][NEUTRAL] 9936.
[CUSTOMER][NEUTRAL] No, 936.
[AGENT][NEUTRAL] OK, 936. I got it. Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] All righty, thank you for that, [PII]. Now, what's your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] So, it's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information, [PII]. Looks like [PII] is the insured on this medical supplemental plan. Reginal effective date is [PII] current policy is active and current, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefits, or you just checking eligibility today?
[CUSTOMER][NEUTRAL] No, I'm just checking eligibility.
[AGENT][NEUTRAL] OK, was that all that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yes this is thank you so very much for your help. I really appreciate it.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, sir, and thank you, [PII] for calling APO and you have a great rest of your day. Bye-bye.
[CUSTOMER][POSITIVE] All right then, thank you. Yeah.
[CUSTOMER][NEUTRAL] You do the same bye bye.