AccountId: 011433970860
ContactId: eb009f4e-acc0-4773-a389-42a88d20257f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69080 ms
Total Talk Time (AGENT): 25419 ms
Total Talk Time (CUSTOMER): 25680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/eb009f4e-acc0-4773-a389-42a88d20257f_20250430T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling today to verify insurance and check and see if a prior authorization is required.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. Policy number of the patient?
[CUSTOMER][NEUTRAL] 02570012
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, looks like this policy terminated [PII]. Let me see if there's an active policy on file.
[AGENT][NEUTRAL] Uh, no, I don't show an active policy. So it looks like that term date was [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.