AccountId: 011433970860
ContactId: 350e879b-6919-4bf9-81ee-a4a3f3f8a078
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125410 ms
Total Talk Time (AGENT): 50958 ms
Total Talk Time (CUSTOMER): 56796 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/350e879b-6919-4bf9-81ee-a4a3f3f8a078_20250603T18:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I didn't catch your name. What was that?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, [PII], um, my name is [PII] and I'm uh calling to check eligibility on a patient.
[AGENT][NEUTRAL] I'm sure [PII].
[CUSTOMER][NEUTRAL] I only need to know whether they still have it.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with coverage. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII]. That's my direct line.
[AGENT][NEUTRAL] OK, thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It's 02252370.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Uh date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you 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 the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is what I needed. That's all I needed. Do you have a uh reference number for me, [PII]?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date.
[CUSTOMER][NEUTRAL] You said it was [PII]?
[AGENT][NEUTRAL] Yes, ma'am. [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, and today's date, perfect.
[CUSTOMER][POSITIVE] All right. Well, that's all I needed. I thank you very much, [PII] have a, have a blessed day, OK?
[AGENT][NEUTRAL] Is
[AGENT][POSITIVE] You do the same, [PII] since there isn't anything else I can assist you with. You have a blessed day as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. I appreciate it. All [PII]. Thanks. Bye-bye.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm bye.