AccountId: 011433970860
ContactId: 493760b6-5b74-4bbb-aa0d-22751b48e6ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82699 ms
Total Talk Time (AGENT): 40912 ms
Total Talk Time (CUSTOMER): 24459 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/493760b6-5b74-4bbb-aa0d-22751b48e6ef_20250401T15:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] calling for Nova Medical. I have a patient I need to verify coverage please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02592936.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, could I get a reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, have a wonderful day.
[AGENT][POSITIVE] You're welcome. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.