AccountId: 011433970860
ContactId: 95b79f6b-5a93-4510-9a24-6b0db109bf4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112879 ms
Total Talk Time (AGENT): 50345 ms
Total Talk Time (CUSTOMER): 35097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/95b79f6b-5a93-4510-9a24-6b0db109bf4c_20250424T22:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling for verification of eligibility and benefits for a patient.
[AGENT][POSITIVE] All right. I'm happy to check eligibility and benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] His policy number is D432.
[CUSTOMER][NEUTRAL] 13445.
[AGENT][NEUTRAL] Thank you. And I unfortunately can't pull that number with that number. Do you have their card by chance?
[CUSTOMER][NEUTRAL] I do have their card.
[AGENT][NEUTRAL] OK, so on it I think it says, let me see here.
[AGENT][NEUTRAL] Um, instead of medical ID, can you give me the policy cert number?
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 021.
[CUSTOMER][NEUTRAL] 67
[CUSTOMER][NEUTRAL] 542.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then patient's first and last name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you so much. So it looks like the patient's plan has lapsed. Uh, their effective date was [PII]. Policy terminated [PII]. I don't show any other active coverage with us.
[CUSTOMER][POSITIVE] That is no problem thank you so much for the information.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You do the same all right bye bye.
[AGENT][NEUTRAL] Bye bye.