AccountId: 011433970860
ContactId: 962c9584-e753-4d42-bae3-83fb24e71ece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80669 ms
Total Talk Time (AGENT): 37261 ms
Total Talk Time (CUSTOMER): 30662 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/962c9584-e753-4d42-bae3-83fb24e71ece_20250512T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I'm calling from a provider's office just to check eligibility on a patient. I don't need benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with eligibility. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], um, [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is um 02465516.
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That's [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims.
[AGENT][NEUTRAL] Um, I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] OK, thank you so much for your help I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that should do it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.