AccountId: 011433970860
ContactId: 916af83b-4314-492a-8515-0e548cd323aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109220 ms
Total Talk Time (AGENT): 49561 ms
Total Talk Time (CUSTOMER): 44408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/916af83b-4314-492a-8515-0e548cd323aa_20250509T18:22_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon. I'm calling to verify, uh, eligibility on a patient of ours.
[AGENT][POSITIVE] Um, yes, sir. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. May I need the policy number, please?
[CUSTOMER][NEUTRAL] Yes, policy number is 02455064.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK. 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 actually expired on [PII].
[CUSTOMER][POSITIVE] Oh, OK, great, perfect. Um, that's all I need to know then. Could I get your name again, please? I'm sorry.
[AGENT][NEUTRAL] Um yes, my name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, great, um, if you, do you have a call reference number?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll do it easy thank you very much you have a good weekend.
[AGENT][NEUTRAL] OK, you do the same, doc. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Alright thanks thank you.