AccountId: 011433970860
ContactId: bb63eaac-6dd4-48a0-8c01-2b68541a5b0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105849 ms
Total Talk Time (AGENT): 58567 ms
Total Talk Time (CUSTOMER): 32006 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/bb63eaac-6dd4-48a0-8c01-2b68541a5b0e_20250409T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling with from your medical group in [PII]. Just getting eligibility for a patient, please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, can I get the policy number, please?
[CUSTOMER][NEUTRAL] It is 02156805.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. 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 an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see. OK, under this policy for um office visits, we cover up to $4 per calendar year and we cover up to $50 per visit.
[CUSTOMER][NEUTRAL] OK, very good and what was your first name again?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] All right, well thank you so much for your help today, [PII]. You have a good day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that's all I needed thanks.
[AGENT][POSITIVE] OK, I thank you again, [PII] for calling ATL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.