AccountId: 011433970860
ContactId: 2ebbc9f1-1362-4040-a850-460ef96ac05d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213539 ms
Total Talk Time (AGENT): 59823 ms
Total Talk Time (CUSTOMER): 69889 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/2ebbc9f1-1362-4040-a850-460ef96ac05d_20241230T23:24_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from AIA Healthcare on a recorded line. I need patient eligibility and benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. um, can you repeat your first name for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 026671. M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] Number 8
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] 26671.
[CUSTOMER][NEUTRAL] 026671 ML 8.
[AGENT][NEUTRAL] Something
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] That's check.
[AGENT][NEUTRAL] OK, that's not a valid policy number.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Can you please check with the name and date of birth?
[AGENT][NEUTRAL] Spell the first name for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy termed on [PII].
[CUSTOMER][NEUTRAL] May I have the claim's mailing address?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Um, for the confirmation, may I get the a few days once again?
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][POSITIVE] Make it the effective date once again.
[AGENT][NEUTRAL] Oh, I'm OK. The effective date is gonna be [PII], and the policy termed [PII].
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, yeah. May I have the, uh, have your name and call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.