AccountId: 011433970860
ContactId: d4f12101-2985-43d3-a441-401ceb2012a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150720 ms
Total Talk Time (AGENT): 67401 ms
Total Talk Time (CUSTOMER): 58322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d4f12101-2985-43d3-a441-401ceb2012a8_20250317T13:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I work with Envision Health Services, and I just needed to verify a person's eligibility.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] We have 02440192 ML 7.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, her new policy number is
[AGENT][NEUTRAL] 02451595.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And the effective day.
[CUSTOMER][NEUTRAL] Alright, is there a group number or?
[AGENT][NEUTRAL] Um, yes, the, well, the effective date is [PII] and the policy is still active, and the group number is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number is 18693.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] And can I verify your claim's address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. We have, uh, [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Alright awesome.
[CUSTOMER][NEUTRAL] OK, and um I think that's it unless you have a reference number for the call.
[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] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.