AccountId: 011433970860
ContactId: d490e684-db09-48f2-a885-affbbc209467
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95120 ms
Total Talk Time (AGENT): 30817 ms
Total Talk Time (CUSTOMER): 48869 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d490e684-db09-48f2-a885-affbbc209467_20250602T14:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Columbia Nephrology. We have a patient who um had the insurance um last year, and we just need to um get the dates for it.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01991606.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII]. what is the date of birth?
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. So I'm showing he had the policy between [PII].
[CUSTOMER][NEUTRAL] [PII]. Alright, I got it and is the claims mailing address still [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Oh alright I will let him know.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.