AccountId: 011433970860
ContactId: 43ca7ed6-cff3-4161-82b9-09b0f629c0af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106660 ms
Total Talk Time (AGENT): 45438 ms
Total Talk Time (CUSTOMER): 41682 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/43ca7ed6-cff3-4161-82b9-09b0f629c0af_20250512T16:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office checking on eligibility for a member.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]. Along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, and may I have the policy number, please?
[CUSTOMER][NEUTRAL] Policy number starts with 02030186 M as Mike L as Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, no, that's not required. Just help me with the claim mailing address.
[AGENT][NEUTRAL] OK, that will be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Sure, help me with the call reference number.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.