AccountId: 011433970860
ContactId: 57ea5306-817e-43e0-9449-4abdfc8f9f20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115769 ms
Total Talk Time (AGENT): 39481 ms
Total Talk Time (CUSTOMER): 53567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/57ea5306-817e-43e0-9449-4abdfc8f9f20_20250326T21:23_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'm calling to get um eligibility on a member.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I'd be happy to assist with eligibility today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] And my um extension is, I'm sorry.
[AGENT][NEUTRAL] And what is
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, I, I was gonna say my extension is [PII].
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] It is get out of here.
[CUSTOMER][NEUTRAL] Cancel. OK. It is um 02163632.
[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.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I do show the policy is currently active. Effective date is [PII], and are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient, oh well, just for eligibility.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, no, you did say that the effective date is when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, do you give the first initial of your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK. And the call reference number?
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] OK, [PII]. That's all I need. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] OK