AccountId: 011433970860
ContactId: 6f613aa4-45ae-47bf-b89d-09bce040a5f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90129 ms
Total Talk Time (AGENT): 26320 ms
Total Talk Time (CUSTOMER): 35980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/6f613aa4-45ae-47bf-b89d-09bce040a5f2_20250410T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm a third-party vendor with Kaiser, and I'm just wanting to call to verify coverage for a patient.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do it is 256-0005.
[AGENT][NEUTRAL] And can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the callback number would be [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], do you have the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then did you say eligibility or benefits?
[CUSTOMER][NEUTRAL] Uh, yeah, just to verify eligibility.
[AGENT][NEUTRAL] OK. Uh, she has a policy effective date of 10-28-2024, and the policy is currently active.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] Hi, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.