AccountId: 011433970860
ContactId: 5e0a1dbf-b798-4669-94a4-391c43c395a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129339 ms
Total Talk Time (AGENT): 53026 ms
Total Talk Time (CUSTOMER): 56506 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5e0a1dbf-b798-4669-94a4-391c43c395a8_20250325T13:48_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] I can help you with that. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] OK, the policy number is.
[CUSTOMER][NEUTRAL] Um, 2, no, sorry, 0205.
[CUSTOMER][NEUTRAL] 4444 ML 8
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII] and the name is.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And, and then the last name is [PII]
[AGENT][POSITIVE] I couldn't have said it either. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and it would be my pleasure to assist you with your needing eligibility for the patient.
[CUSTOMER][NEUTRAL] Yes, I'm not sure if the policy is active.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] Actually it is not. This policy termed well on 6121, they did have coverage through 6-122, but the policy term, he's had no coverage since 6-122.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I figured, thank you so much for your time.
[AGENT][POSITIVE] Well, it was my pleasure to assist you with that eligibility. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much. Have a great day.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEGATIVE] No thanks.