AccountId: 011433970860
ContactId: a70a339d-4307-4162-830d-3360c824b4bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112199 ms
Total Talk Time (AGENT): 42349 ms
Total Talk Time (CUSTOMER): 42200 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a70a339d-4307-4162-830d-3360c824b4bf_20250609T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. This is [PII] calling from provider's office to verify eligibility and benefits.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number will be, um.
[CUSTOMER][NEUTRAL] 01836400.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you. Do you have a good call back? Yeah, do you have a good callback number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes. Uh, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Callback number will be [PII].
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name will be [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] Thank you. So, the active date for this plan is [PII]. The patient plan has terminated as of [PII]. No other active coverage.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for those information. May I know the call reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name again is [PII], that's [PII] Last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much and have a wonderful day. Bye for now. Take care.
[AGENT][NEUTRAL] You too.