AccountId: 011433970860
ContactId: 82fdd1f8-9d03-4b09-bcfe-a2a569e9b1a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73730 ms
Total Talk Time (AGENT): 31942 ms
Total Talk Time (CUSTOMER): 30778 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/82fdd1f8-9d03-4b09-bcfe-a2a569e9b1a3_20250410T16:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling with advanced pain management. I needed to verify if a patient had active coverage, um, from January to March of this year.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have 02122401.
[CUSTOMER][NEUTRAL] And I'm not sure if that's correct. I don't know if it's changed.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I'm showing that the policy has been effective since [PII] up until [PII], so she was covered during that time.
[CUSTOMER][NEUTRAL] OK, that's and it's the same ID number then?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Awesome all right thank you very much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Nope, that's it. Can I get a call reference number?
[AGENT][NEUTRAL] It's just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.