AccountId: 011433970860
ContactId: a04c99a7-8684-42dd-a366-fd656c463567
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90160 ms
Total Talk Time (AGENT): 47788 ms
Total Talk Time (CUSTOMER): 29271 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a04c99a7-8684-42dd-a366-fd656c463567_20250407T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling with Sheridan Health Corp Inc. I am trying to verify a patient's eligibility.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01318421.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that, well, she actually doesn't have an active policy with us. The last, um, well, this policy was effective from [PII], I'm sorry, [PII], and there were no active policies after the um March policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I think that is all that I needed then. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII] thanks for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][POSITIVE] Thank you, you're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.