AccountId: 011433970860
ContactId: 2f713f04-e49b-4637-945e-6bb57f8e7538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89269 ms
Total Talk Time (AGENT): 27680 ms
Total Talk Time (CUSTOMER): 49636 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/2f713f04-e49b-4637-945e-6bb57f8e7538_20250623T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I work at Waka Mall Community Hospital in [PII]. I'm just calling to verify a patient has insurance with you.
[AGENT][NEUTRAL] Hi [PII], I can help you with insurance verification. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02521740.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII], and his birthday is [PII].
[AGENT][NEUTRAL] OK, so this policy is active and effective [PII]. And do you need the benefits or just eligibility?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] I just need eligibility. I just need to verify that he has it by phone.
[AGENT][POSITIVE] OK, yes, it's active and effective.
[CUSTOMER][NEUTRAL] Do you, do you
[CUSTOMER][NEUTRAL] OK, do you guys have a website we can verify on the website?
[AGENT][NEUTRAL] Uh, the only thing you can verify on the website would be claim status once the claim has been processed.
[CUSTOMER][NEUTRAL] Or no.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh OK OK OK so we have to call. OK, no problem, thank you for your help [PII].
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.