AccountId: 011433970860
ContactId: 7fb1ab22-61f1-47db-9d47-80158b9677d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72220 ms
Total Talk Time (AGENT): 25178 ms
Total Talk Time (CUSTOMER): 30732 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7fb1ab22-61f1-47db-9d47-80158b9677d6_20250603T18:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a provider's office and I just need to verify eligibility on a patient.
[AGENT][POSITIVE] I'll be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] And now like if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 021 98429 M like Mary L like Leo 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I think it's [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised verification of coverage is not a guarantee of payment. Now I do show this policy termed on [PII].
[CUSTOMER][NEUTRAL] [PII] of this year.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's it. I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.