AccountId: 011433970860
ContactId: d14ee5e7-17c2-41ec-affb-a75ee6e869ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132710 ms
Total Talk Time (AGENT): 51620 ms
Total Talk Time (CUSTOMER): 51144 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d14ee5e7-17c2-41ec-affb-a75ee6e869ea_20250617T18:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, good afternoon, Stay. This is [PII]. I'm calling from my clinic. Actually, I'm checking for eligibility. Could you please help me for the eligibility?
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. Uh, and the good callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes. And the policy number starts with um.
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 731.
[CUSTOMER][NEUTRAL] 58 M as in Mary, L as in
[CUSTOMER][NEUTRAL] Lima 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII] Last name is [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, no, that's the information I needed. Uh, what, what type of plan it is? It is a primary, secondary or medical supplement. What type of plan it is?
[AGENT][NEUTRAL] Medical supplement?
[CUSTOMER][NEUTRAL] Medical supplement. OK, yes, that's the information I needed. Can I get the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] My last initial is [PII] and today's date is your reference number. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, that's it. Thank you. Thank you so much. I really appreciate you on this. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL um bye.