AccountId: 011433970860
ContactId: d87979e1-d4bc-4cd7-877b-f1d45815da07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70209 ms
Total Talk Time (AGENT): 33648 ms
Total Talk Time (CUSTOMER): 19978 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d87979e1-d4bc-4cd7-877b-f1d45815da07_20250403T13:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I need to verify eligibility.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], if I can get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02296303
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [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 were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] No, I just need to confirm the group number.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] I'm showing the group number is 14536.
[CUSTOMER][POSITIVE] Perfect, that is all that I needed.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.