AccountId: 011433970860
ContactId: 7edffb1c-2f33-4ed5-80a9-854128d03204
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100559 ms
Total Talk Time (AGENT): 53697 ms
Total Talk Time (CUSTOMER): 30911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7edffb1c-2f33-4ed5-80a9-854128d03204_20250211T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh yes, I'm calling to get uh benefits and eligibility on uh for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Uh, callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02564991.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] 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. And for a breakdown of the benefits, I can fax that over to you. Um, what's your fax number?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Oh that'll be all thank you.
[AGENT][POSITIVE] I thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you too bye.
[AGENT][POSITIVE] Thank you.