AccountId: 011433970860
ContactId: 3d4ffdff-9523-4450-a3b1-7ff1406bc3f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84849 ms
Total Talk Time (AGENT): 43548 ms
Total Talk Time (CUSTOMER): 25098 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/3d4ffdff-9523-4450-a3b1-7ff1406bc3f4_20250403T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII]. I'm calling with the provider's office. I'm needing to verify eligibility on a member.
[AGENT][NEUTRAL] OK, [PII], I'm happy to verify eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 01612900.
[AGENT][POSITIVE] Thank you and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you so much. So the patient is active. The effective date is [PII]. Uh, this is verification of benefits, not guarantee of payment. Uh, we are the secondary insurance, so this does cover deductible, co-pay, and co-insurance of primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I needed is a reference number for the call.
[AGENT][NEUTRAL] Call reference is going to be my name with my last initial than today's date. My name again is [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] You you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.