AccountId: 011433970860
ContactId: 765cc846-fe9b-4ab6-83bf-e2513999a586
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105139 ms
Total Talk Time (AGENT): 46168 ms
Total Talk Time (CUSTOMER): 46666 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/765cc846-fe9b-4ab6-83bf-e2513999a586_20250625T13:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling from a doctor's office and I need to verify eligibility.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] calling from Centerra Martha Jefferson Family Medicine.
[AGENT][POSITIVE] Thank you, [PII], and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] I do. Sure it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do. It's 02287982.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][POSITIVE] Mhm thank you thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Yeah, I just need to know if it's eligible and it doesn't cover um doctor's visits.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] It does not cover the actual office visit itself, but it does cover services done in the doctor's office, just not the office visit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you. OK, wonderful, thank you very much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yeah you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.