AccountId: 011433970860
ContactId: 3dce5121-1b90-4b9f-afbf-afbf10905edd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105120 ms
Total Talk Time (AGENT): 34788 ms
Total Talk Time (CUSTOMER): 54288 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3dce5121-1b90-4b9f-afbf-afbf10905edd_20250505T16:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I'm calling for eligibility and the patient.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility dates today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Extension [PII], sorry.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 134.
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 94.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the data service?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, today
[CUSTOMER][NEUTRAL] Sorry. Today.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment. I do show that this policy lapsed [PII], so she's no longer covered with us.
[CUSTOMER][NEUTRAL] Oh, OK. OK, [PII]. Um, can you give me, um, you said when term, when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII] it's a long time ago. Oh my goodness.
[CUSTOMER][NEUTRAL] OK, um, do you give call reference numbers and what's the first initial of your last name, [PII]?
[AGENT][NEUTRAL] Reference is just my name [PII] last [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.