AccountId: 011433970860
ContactId: 524b19d1-156c-4abf-9654-966ca7dbcd35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66199 ms
Total Talk Time (AGENT): 27747 ms
Total Talk Time (CUSTOMER): 26058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/524b19d1-156c-4abf-9654-966ca7dbcd35_20250227T19:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um 015.
[CUSTOMER][NEUTRAL] 51662
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [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] Mhm
[CUSTOMER][NEUTRAL] Um, actually, that is all I needed just eligibility.
[AGENT][POSITIVE] Alright, well thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.