AccountId: 011433970860
ContactId: ea87cb41-18ab-416e-90f9-2a229d6af487
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186580 ms
Total Talk Time (AGENT): 72137 ms
Total Talk Time (CUSTOMER): 62512 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ea87cb41-18ab-416e-90f9-2a229d6af487_20250512T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to verify patient eligibility. Could you please hold?
[AGENT][NEUTRAL] I'm sure Channell I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII] with [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, one moment. Uh it is uh 02496592.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you need claim status or do you need to just verify benefits?
[CUSTOMER][NEUTRAL] Just eligibility, the member is after or not.
[AGENT][NEUTRAL] Um, yes, ma'am. And 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][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] Last initial is [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, so I do have one more patient. Could you please help?
[AGENT][NEUTRAL] Um, sure. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] the moment
[AGENT][POSITIVE] OK, thanks for your patience. I'm ready for the next policy number, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it is uh 2,203,960.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[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. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much, [PII] and have a great day.
[AGENT][NEUTRAL] OK, [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that's all for the day.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Yeah, you do the same bye.