AccountId: 011433970860
ContactId: 85ea6640-7c09-4d46-ac68-5f046ad7fb34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114069 ms
Total Talk Time (AGENT): 49448 ms
Total Talk Time (CUSTOMER): 35736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/85ea6640-7c09-4d46-ac68-5f046ad7fb34_20250506T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need to verify um eligibility for patient please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with eligibility. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 124
[CUSTOMER][NEUTRAL] 1446 ML
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and this policy expired on [PII].
[CUSTOMER][NEGATIVE] Oh, it expired?
[AGENT][NEUTRAL] Yes, ma'am, and I'm not showing any active um policies in our system.
[CUSTOMER][NEUTRAL] So she's not active anymore.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect. Um, thank you so much. What was your name?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] My last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much, [PII]. I hope, I hope you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] OK