AccountId: 011433970860
ContactId: b77564a1-61fb-495f-8143-35c22db2a61a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118730 ms
Total Talk Time (AGENT): 59428 ms
Total Talk Time (CUSTOMER): 41781 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b77564a1-61fb-495f-8143-35c22db2a61a_20250121T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi, this is [PII] calling from provider's office to check the member's eligibility. Can you help me with this?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Thank you now I need the policy.
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] Um, my name is spelled [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is um 02509836.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, member's name is [PII]. Last name is [PII], the date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, and the policy is still active.
[CUSTOMER][NEUTRAL] With the no termination date?
[AGENT][NEUTRAL] No, there's no termination date.
[CUSTOMER][NEUTRAL] OK. Just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. I'm done with this. Can you help me with the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, I'm done with this. Thank you so much for your assistance and have a great day. Thank you.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.