AccountId: 011433970860
ContactId: 4e62b8b3-f77a-49cd-82a2-d69e35008b1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165529 ms
Total Talk Time (AGENT): 43637 ms
Total Talk Time (CUSTOMER): 87203 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/4e62b8b3-f77a-49cd-82a2-d69e35008b1a_20250425T17:28_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm [PII]. We are the provider, uh, patient eligibility and benefits, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK, sure. [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 02548733.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She's born on [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]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient she has make I wanna make sure she has the outpatient urgent care coverage, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, perfect. OK, so she does. OK, so hold on one second.
[CUSTOMER][POSITIVE] How how is your day going so far today good?
[AGENT][POSITIVE] Good, good. How about yours?
[CUSTOMER][NEGATIVE] OK, my, my internet keeps going out and it's like uh everything keeps just going out it's like no.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] So it's been a little hard with the internet going out.
[CUSTOMER][NEUTRAL] Um, OK, so the group name is the, the Downs Law Group, right?
[AGENT][NEUTRAL] Uh, let me check that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, the the Downs law group, yes.
[CUSTOMER][NEUTRAL] OK, perfect. Yeah, so you know when your internet's always difficult, it's hard to work.
[CUSTOMER][NEGATIVE] You're in the middle of something and it's like oh no the internet crashes.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, perfect. OK, pair represent [PII] A reference number is your name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] 0425 2025, yeah, so with my internet keep going in and now it's been slowing me down all day.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it is what it is. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. All right, thanks [PII] for everything. I hope you have a great weekend.
[AGENT][NEUTRAL] You do the same. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye, you too.
[AGENT][NEUTRAL] Bye bye.