AccountId: 011433970860
ContactId: 448d0c29-1810-40e1-b520-f24c7e53d959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149639 ms
Total Talk Time (AGENT): 63259 ms
Total Talk Time (CUSTOMER): 34126 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/448d0c29-1810-40e1-b520-f24c7e53d959_20250113T20:52_UTC.wav
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[CUSTOMER][NEUTRAL] I know the ones like.
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm actually calling to verify eligibility.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number would be [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would that be the sub subscriber ID number?
[AGENT][NEUTRAL] Yes, ma'am. I can try that number.
[CUSTOMER][NEUTRAL] OK, I got 02437380.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Date of birth [PII], uh, named [PII]
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. And actually for [PII], the policy will expire on [PII].
[AGENT][NEUTRAL] Of this year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And for a list of benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] um [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Well, you should receive the benefits in about 10 minutes. I just faxed them. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That'll be it thank you so much.
[AGENT][POSITIVE] OK, thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.