AccountId: 011433970860
ContactId: 72339ee6-6aa7-4a1f-89f9-f92000cbd4aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109209 ms
Total Talk Time (AGENT): 37990 ms
Total Talk Time (CUSTOMER): 43885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/72339ee6-6aa7-4a1f-89f9-f92000cbd4aa_20250505T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing? My name is [PII]. I'm calling from Doctor [PII]'s office. Just checking the eligibility status of a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] 2 [PII] and let me get to that policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get back into her chart.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 614-472.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, got you. Alright, and the annual max is still 1000.
[AGENT][NEUTRAL] Let's see, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, the max is 1000.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. That is all I needed today.
[AGENT][POSITIVE] You're very welcome. Alright, well thank you so much for calling APL [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.