AccountId: 011433970860
ContactId: 729a30f4-374d-4a5e-bdb6-9e9723f2f2af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96319 ms
Total Talk Time (AGENT): 42293 ms
Total Talk Time (CUSTOMER): 38169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/729a30f4-374d-4a5e-bdb6-9e9723f2f2af_20250514T12:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ABL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] last initial [PII] I'm just calling to see if a patient was eligible for [PII].
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02363908ML8
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have a [PII] [PII].
[AGENT][NEUTRAL] Just submit advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Alright perfect thank you so much [PII] um is there any ref reference for the call today?
[AGENT][NEUTRAL] Um, yes, so the reference number, you can use my name and today's date. Um my name is spelled [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you, bye.