AccountId: 011433970860
ContactId: 990b4493-484d-4e1e-81d7-34af3abeadaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104800 ms
Total Talk Time (AGENT): 48183 ms
Total Talk Time (CUSTOMER): 31366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/990b4493-484d-4e1e-81d7-34af3abeadaa_20250129T13:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just have 2 patients that I need to verify eligibility for.
[AGENT][NEUTRAL] OK, I can help you with your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, it's 02588702.
[AGENT][NEUTRAL] Can I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and you're just wanting the effective date and if the policy is currently active?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, we have that information for you. The effective date is [PII] currently active at this time. Did you say you had another policy number?
[CUSTOMER][NEUTRAL] Uh, it's the same policy number. It's just for [PII], um, same date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the effective date is the same currently active.
[CUSTOMER][NEUTRAL] OK, and can you just verify claims mailing address for paper claims for me?
[AGENT][NEUTRAL] I can. The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] Can I just get a reference number for our phone call please?
[AGENT][NEUTRAL] Uh my name in today's date, [PII], first initial last is [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.