AccountId: 011433970860
ContactId: 61121009-b4bd-4cca-ae77-beb3ed118a27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87620 ms
Total Talk Time (AGENT): 33730 ms
Total Talk Time (CUSTOMER): 30370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/61121009-b4bd-4cca-ae77-beb3ed118a27_20250609T18:37_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] calling from the provider's office to help a patient eligibility. Could you please help?
[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] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01990741.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII]. The date of birth is [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] I just need the eligibility status only for the outpatient. And could you please spell your name?
[AGENT][NEUTRAL] My name's [PII]. Last initial is [PII]. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's all for the day. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling ACL. You have a good day.
[CUSTOMER][NEUTRAL] We do the same.
[AGENT][NEUTRAL] Mhm. Bye-bye.