AccountId: 011433970860
ContactId: 65c8d141-7243-4e94-b02a-d3d83a00f259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92940 ms
Total Talk Time (AGENT): 47531 ms
Total Talk Time (CUSTOMER): 33724 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/65c8d141-7243-4e94-b02a-d3d83a00f259_20250204T15:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I'm calling from Henry Ford Hospital. I was calling to, um, check patient eligibility and benefits.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 01584297 M for Mary L for Larry and the number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] OK, thank you for the information and then before I let you go, can I get a reference number?
[AGENT][NEUTRAL] I'm sure you can use my name and today's date for the reference number. My name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] OK. I thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.