AccountId: 011433970860
ContactId: bf5dadd0-d768-4447-9720-431e7899fde1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134279 ms
Total Talk Time (AGENT): 53858 ms
Total Talk Time (CUSTOMER): 57047 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bf5dadd0-d768-4447-9720-431e7899fde1_20250317T15:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? My name is [PII]. I'm calling um from Worldwide Pediatrics. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02221656 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Yes, just need to know if the plan is active and if it covers office visits.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date is [PII]. It is active.
[CUSTOMER][NEUTRAL] Active.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It does not cover office visits. It does cover, hold on just a moment, procedures.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Procedures are the procedures only?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Perfect. [PII], may I have your reference?
[AGENT][NEUTRAL] And any benefits given over the phone?
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment. Did you say you needed a reference number?
[CUSTOMER][NEUTRAL] Yeah, for the call.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you [PII] I appreciate it have a nice day. OK.
[AGENT][POSITIVE] Thank you, [PII], for calling APL you as well. Bye-bye.
[CUSTOMER][POSITIVE] Bye take care.
[AGENT][NEUTRAL] You too