AccountId: 011433970860
ContactId: 54ee749e-cc7e-49ac-a037-164cf83e4d9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106099 ms
Total Talk Time (AGENT): 45666 ms
Total Talk Time (CUSTOMER): 41459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/54ee749e-cc7e-49ac-a037-164cf83e4d9d_20250624T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello, good morning. Just to make sure my patient APL is still active.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with eligibility first. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] First name is [PII], um, callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you. Right now, I need the policy number.
[CUSTOMER][NEUTRAL] It's gonna be 02.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] 83
[CUSTOMER][NEUTRAL] M L and then 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, put it down. Alrighty, that's all I needed. Um, would you happen to have a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all EV thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling [PII]. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK