AccountId: 011433970860
ContactId: 6b202de0-39db-47c7-882c-3d249802b6d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80190 ms
Total Talk Time (AGENT): 40612 ms
Total Talk Time (CUSTOMER): 29242 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/6b202de0-39db-47c7-882c-3d249802b6d9_20250212T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I was calling to check eligibility for a patient and to make sure that our doctors in network with the patient's plan.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] OK, thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is gonna be 025674999.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Mm just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm actually showing the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] [PII], OK, no problem. Well, I guess that's all I need then thank you.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], thank you for calling APL and you have a great day. Mm bye.
[CUSTOMER][POSITIVE] You're welcome bye.
[AGENT][POSITIVE] Thank you.