AccountId: 011433970860
ContactId: ca019393-0593-4d1c-a6d3-c0a48948c8c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124760 ms
Total Talk Time (AGENT): 43541 ms
Total Talk Time (CUSTOMER): 58195 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ca019393-0593-4d1c-a6d3-c0a48948c8c1_20250411T19:39_UTC.wav
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[AGENT][NEUTRAL] Call APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, my name is [PII] and I'm calling from a provider's office and I'm trying to get eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy is 02137652.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth, [PII], that you're calling to verify benefits for and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK. [PII], [PII].
[AGENT][NEUTRAL] What was her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I'm just wondering if she still, um, have coverage with you all?
[AGENT][NEUTRAL] Active
[AGENT][NEUTRAL] Yes, the policy is currently active. It's been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and your name again because I didn't catch you when you came on.
[AGENT][NEUTRAL] My name is [PII] and today's date is a reference one because we don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK, and what about um the first initial or your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so very much for that it's just a lot of.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, is this like a secondary supplement plan?
[AGENT][NEUTRAL] This is a gap insurance that assists with deductible, co-pay and co-insurance. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] I