AccountId: 011433970860
ContactId: aeb0fcff-9908-459a-ab13-5d766b8309da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91680 ms
Total Talk Time (AGENT): 43303 ms
Total Talk Time (CUSTOMER): 31351 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/aeb0fcff-9908-459a-ab13-5d766b8309da_20250122T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Medical University to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with that. Can I get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have your patient's policy number?
[CUSTOMER][NEUTRAL] 0221965.
[AGENT][NEUTRAL] I'm sorry, 65 what?
[CUSTOMER][NEUTRAL] 654.
[AGENT][NEUTRAL] 4, OK.
[AGENT][NEUTRAL] Sorry, I think my phone cut out just for a second, OK.
[AGENT][NEUTRAL] OK, can you verify your patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, so this is a limited benefit supplement plan, so we will need the primary payers EOB to consider any payable benefits. Um, the policy was effective on [PII] and it is still currently active.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can do for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.