AccountId: 011433970860
ContactId: 3c70529d-2c63-4b4f-b2d9-17f29cd6feed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105489 ms
Total Talk Time (AGENT): 45349 ms
Total Talk Time (CUSTOMER): 31986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/3c70529d-2c63-4b4f-b2d9-17f29cd6feed_20250616T14:58_UTC.wav
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[AGENT][NEUTRAL] ATS and this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify eligibility for a patient.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, can I get your name and what callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and um.
[CUSTOMER][NEGATIVE] What else? I'm sorry, you're cutting off a lot.
[AGENT][NEUTRAL] Uh, I need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. I need the policy number.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Yes, 02454147 ML 8.
[AGENT][NEUTRAL] OK. Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] OK, so it's inactive, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling APO. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too, bye bye.