AccountId: 011433970860
ContactId: 9737f567-e53f-466d-a9b4-69832b7bf029
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133690 ms
Total Talk Time (AGENT): 61053 ms
Total Talk Time (CUSTOMER): 45432 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9737f567-e53f-466d-a9b4-69832b7bf029_20250218T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] How can I help you?
[CUSTOMER][NEUTRAL] Hey, I need to verify eligibility please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number?
[CUSTOMER][NEUTRAL] Uh, 99.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member social? I can look them up that way or either by name and date of birth.
[CUSTOMER][NEUTRAL] Uh, the social is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hold on, I like I'm getting appointments. I got so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] better
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I found her in our system 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][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's the only policy I'm showing in the system for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And what's the number that you have?
[AGENT][NEUTRAL] Um, the policy number, it's 01317532.
[CUSTOMER][NEUTRAL] The policy number here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Thanks