AccountId: 011433970860
ContactId: 40be6edd-7f67-480f-b529-983ebf5e3883
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128860 ms
Total Talk Time (AGENT): 45727 ms
Total Talk Time (CUSTOMER): 47626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/40be6edd-7f67-480f-b529-983ebf5e3883_20250530T17:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from provider's office to verify eligibility and benefits for the patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number will be 12333888.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes. And the callback number will be [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name will be [PII]. Uh last name is spelled as [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth will be [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date was [PII]. The policy terminated [PII], and there is no active coverage.
[CUSTOMER][NEUTRAL] I'm sorry, uh, there is still active coverage?
[AGENT][NEUTRAL] There is no active coverage. This policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. Thank you so much for all this information. May I know the call reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name? Sorry for that.
[AGENT][NEUTRAL] Sure, [PII], last [PII] [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much and have a wonderful weekend. Bye for now. Take care.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you bye.