AccountId: 011433970860
ContactId: c6e2067e-bf83-46a2-8177-85b485ec41e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91419 ms
Total Talk Time (AGENT): 42878 ms
Total Talk Time (CUSTOMER): 29475 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c6e2067e-bf83-46a2-8177-85b485ec41e9_20250124T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to verify eligibility for a patient, um, and verify if she has benefits for contraceptives.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] 023 05607
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. And so you're looking for eligibility and then verifying if contraceptive management is is covered?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. The policy effective date is [PII]. This policy is active at this time and contraceptive management is not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK, can I just get a reference number for our call today?
[AGENT][NEUTRAL] Uh huh, you'll use my name in today's state is your reference [PII], [PII], first initial last name is [PII]. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] Nope, that'll be it.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye.