AccountId: 011433970860
ContactId: dfe03ea1-fbf6-43e7-a1ab-cc160f3c7c2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153160 ms
Total Talk Time (AGENT): 57640 ms
Total Talk Time (CUSTOMER): 58377 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/dfe03ea1-fbf6-43e7-a1ab-cc160f3c7c2d_20250128T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm trying to pay you.
[CUSTOMER][NEUTRAL] Hello, I'm a medical provider. I'm trying to verify patient eligibility. Can you help me, please?
[AGENT][POSITIVE] Um, yes, sir. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII], and one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thanks for your patience. Um, now I need the policy number.
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 585493
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I do now please verify.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thanks again, [PII]. And did you need to verify benefits or the status of the claim?
[CUSTOMER][POSITIVE] A benefits effective dates.
[AGENT][NEUTRAL] OK, yes, sir. Just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Of the courage
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much. Uh, that's all. Uh, may I have your name and the initial of your last name?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yes, my name is it's.
[CUSTOMER][NEUTRAL] Uh, no, do you have any reference number for this call?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much. That's all. Have a good day.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.