AccountId: 011433970860
ContactId: 96bad676-777f-40ff-8055-2ed8ed08c10b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69919 ms
Total Talk Time (AGENT): 30750 ms
Total Talk Time (CUSTOMER): 28498 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/96bad676-777f-40ff-8055-2ed8ed08c10b_20250128T17:38_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Medical University to verify a patient's eligibility.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, um, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 260,490.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I just need the eligibility.
[AGENT][NEUTRAL] Oh, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.