AccountId: 011433970860
ContactId: 674ed1d0-9915-4cc7-9d97-08a8960af8c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105379 ms
Total Talk Time (AGENT): 43464 ms
Total Talk Time (CUSTOMER): 36991 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/674ed1d0-9915-4cc7-9d97-08a8960af8c6_20250416T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] from the provider office to obtain the eligibility information of patient health insurance.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I please get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Oh yeah, sure. It is 1858341.
[AGENT][NEUTRAL] That's 1858341.
[CUSTOMER][POSITIVE] Uh-huh, that is correct.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, this is [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] OK, thank you, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy actually expired on [PII], and I'm not showing any active policies in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so for this time, the patient is not active, right?
[AGENT][NEUTRAL] That's correct. The policy expired on [PII].
[CUSTOMER][POSITIVE] OK, not a problem. Thank you so much. Have a great day, bye.