AccountId: 011433970860
ContactId: 471e9228-e7da-44f7-96e3-dab71571fc05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68419 ms
Total Talk Time (AGENT): 25632 ms
Total Talk Time (CUSTOMER): 35532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/471e9228-e7da-44f7-96e3-dab71571fc05_20250429T14:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I work with Three Rivers Health Center through Cherokee Nation, and I was needing to see if I could do um a verification of eligibility.
[AGENT][POSITIVE] OK, I'll be happy to assist with the eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01732594.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy termed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK, thank you very much I appreciate your time.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, ma'am you have a great day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK