AccountId: 011433970860
ContactId: e7ad4c42-ea1b-48c5-bf43-7e930031dcb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70400 ms
Total Talk Time (AGENT): 34392 ms
Total Talk Time (CUSTOMER): 26980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e7ad4c42-ea1b-48c5-bf43-7e930031dcb5_20250520T19:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 01829100.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is uh [PII]. The date of birth is on [PII].
[AGENT][NEUTRAL] OK
[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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Just tell you for the outpatient visit. Um, could you please spell your name?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's all for today. Thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye.