AccountId: 011433970860
ContactId: ca94545d-7796-4050-aa2e-0bfecab37ff7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111339 ms
Total Talk Time (AGENT): 59617 ms
Total Talk Time (CUSTOMER): 34733 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/ca94545d-7796-4050-aa2e-0bfecab37ff7_20250331T12:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling AP. This is. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Medical University Hospital to verify a patient's eligibility.
[AGENT][POSITIVE] Hi, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] 02521740.
[AGENT][POSITIVE] All right, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for all that information. Looks like [PII] is a dependent spouse on this medical supplemental plan. I do show the original effective date as [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] No, I just need the eligibility.
[AGENT][POSITIVE] Alrighty. Was that all I can answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Yes, can I get your name again?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII], spelled [PII]
[CUSTOMER][POSITIVE] Thank you very much. You have a nice day.
[AGENT][POSITIVE] Well, she was well and thank you so much for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.