AccountId: 011433970860
ContactId: b89744f0-b78a-4254-b5a2-61be778d9e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85819 ms
Total Talk Time (AGENT): 43179 ms
Total Talk Time (CUSTOMER): 44684 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/b89744f0-b78a-4254-b5a2-61be778d9e39_20250331T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I just need to verify eligibility.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It is [PII] and [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] Can I get the member's policy number?
[CUSTOMER][NEUTRAL] It is 01677928.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In her day
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you 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]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That cell phone.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] An office visit. OK, thank you so much. I just needed the eligible just yes good to go. So thank you. You too. Bye bye.
[AGENT][NEUTRAL] OK, for services
[AGENT][POSITIVE] OK, I thank you again for calling APL [PII]. Have a great day. Mm bye.