AccountId: 011433970860
ContactId: cc332ce0-10e0-4768-b062-fedc8d521bf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75580 ms
Total Talk Time (AGENT): 31924 ms
Total Talk Time (CUSTOMER): 28991 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/cc332ce0-10e0-4768-b062-fedc8d521bf6_20250411T16:51_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I just wanted to verify the account is active for patients.
[AGENT][NEUTRAL] I'm sorry, repeat that for me.
[CUSTOMER][NEUTRAL] I'm just calling to see what plan is active for a patient.
[AGENT][POSITIVE] Oh, OK, I'd be happy to assist with the eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02444488 M as in Mary, L as in Larry number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] last name [PII] um [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][POSITIVE] No, it's just to know that it was active. Thank you so much for your help.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.