AccountId: 011433970860
ContactId: 7b21b8a8-35bc-45e1-b5c4-00719e0b2425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89620 ms
Total Talk Time (AGENT): 47831 ms
Total Talk Time (CUSTOMER): 32621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7b21b8a8-35bc-45e1-b5c4-00719e0b2425_20250331T13:31_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name's [PII]. I'm calling from um University of Virginia from a specialist office. I just need to verify that this patient, um, still has this coverage eligibility.
[AGENT][NEUTRAL] 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] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Mhm. 02331422.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm. [PII], birth date [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that 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][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, that's all I needed. Is there a reference number for my call?
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.