AccountId: 011433970860
ContactId: 3540552c-3d05-41d7-ada8-87104f79eff1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89739 ms
Total Talk Time (AGENT): 30114 ms
Total Talk Time (CUSTOMER): 51860 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3540552c-3d05-41d7-ada8-87104f79eff1_20250514T16:24_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII] and I'm calling from Novo Health Health. Um, could you pull up this policy and tell me if it's still active for my patient, please. Thank you.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII] and that is my direct line.
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] I have 021-79701.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth [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 turned on [PII].
[CUSTOMER][NEUTRAL] [PII]. So [PII]. Did I get that right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, great. Could I get a call reference number if you could please? Thank you so much.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] OK, thanks for help. No, that's OK. Thank you. I'll just contact them for no insurance. Have a good one. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.