AccountId: 011433970860
ContactId: ea62186b-129b-4beb-89a4-2432c39e486b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116440 ms
Total Talk Time (AGENT): 51470 ms
Total Talk Time (CUSTOMER): 32903 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ea62186b-129b-4beb-89a4-2432c39e486b_20250604T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to the patient eligible.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. The callback number is [PII] with extension [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Sorry for the waiting.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] The member ID is uh.
[CUSTOMER][NEUTRAL] 1,153,970.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy, excuse me, was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] I just need the 2 only, and thank you for that information. Could you please spell your name?
[AGENT][NEUTRAL] Um, my name is [PII]. It's spelled [PII] and my last initial is [PII] and your reference number will be my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all for the day. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.