AccountId: 011433970860
ContactId: 300c93db-f153-4e1e-9ae2-c14aa47445e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90120 ms
Total Talk Time (AGENT): 53463 ms
Total Talk Time (CUSTOMER): 26378 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/300c93db-f153-4e1e-9ae2-c14aa47445e6_20250203T14:02_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just trying to verify eligibility for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, I have 608-236.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and it actually expired on [PII] and I'm not showing any active policies in the system.
[CUSTOMER][POSITIVE] OK then I just need a reference number from you and we are good to go.
[AGENT][NEUTRAL] OK. Um for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling ATL. You have a great day. Bye.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][POSITIVE] Thank you.