AccountId: 011433970860
ContactId: 5b7abc63-0f99-4d88-900c-8af0a1971cff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77160 ms
Total Talk Time (AGENT): 29540 ms
Total Talk Time (CUSTOMER): 27811 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5b7abc63-0f99-4d88-900c-8af0a1971cff_20250324T14:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII], I just need to verify eligibility for a patient, please.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that and what's the policy number?
[CUSTOMER][NEUTRAL] It is 02350210.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [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 with an effective date of [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, just outpatient. I don't need any benefits as long as we know it's active.
[AGENT][NEUTRAL] OK, well is there anything else I could assist with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, nothing else. Thank you so much.
[AGENT][POSITIVE] Thank you for calling