AccountId: 011433970860
ContactId: 6a277b8d-72a8-425d-9d65-cc64a6669395
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103300 ms
Total Talk Time (AGENT): 30198 ms
Total Talk Time (CUSTOMER): 34382 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6a277b8d-72a8-425d-9d65-cc64a6669395_20250228T18:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to verify my patient's active and if she has any um mac use or deductible for the calendar year.
[AGENT][POSITIVE] OK, I'll be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 006-04575.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. Please be advised the verification of coverage is not a guarantee of payment. Uh, one moment while I pull up the policy.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] at
[AGENT][NEUTRAL] OK, I'm not showing that any benefits have been used this year or the deductible has been met.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][POSITIVE] Alrighty makes it easy on me thank you.
[AGENT][NEUTRAL] Is there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.