AccountId: 011433970860
ContactId: c7418ece-83e2-4a79-9c52-2856cf65c1a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112489 ms
Total Talk Time (AGENT): 53927 ms
Total Talk Time (CUSTOMER): 40041 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/c7418ece-83e2-4a79-9c52-2856cf65c1a8_20250130T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and the first solutioner of my last name is you. I'm calling from a provider's office to verify the eligibility and benefits of a person.
[AGENT][NEUTRAL] OK. And your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and the first initial of your last name is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Can you give me the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 01715365.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you [PII] for that information. One moment.
[AGENT][NEUTRAL] So I show the effective date is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, this policy is no longer active as of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], excuse me, [PII], and I don't show any active coverage for the, uh, this patient at this time. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that'll be all. So just to make sure um it's not active.
[AGENT][NEUTRAL] As of [PII], that is correct.
[CUSTOMER][NEUTRAL] OK perfect. Could I have a reference number from this call please?
[AGENT][NEUTRAL] You'll use my name in today's status reference, [PII], first [PII] name [PII]. And any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.