AccountId: 011433970860
ContactId: e263291c-9de0-402b-8f6a-7864ff6ecf4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73000 ms
Total Talk Time (AGENT): 32142 ms
Total Talk Time (CUSTOMER): 24372 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e263291c-9de0-402b-8f6a-7864ff6ecf4a_20250219T22:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] I just need to check eligibility on a patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And [PII] if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] they also
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 604303
[CUSTOMER][NEUTRAL] They're like.
[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.
[AGENT][NEUTRAL] Effective date is [PII], and were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Um, nope, I just needed to make sure he was still active.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.