AccountId: 011433970860
ContactId: edbaf9b1-a7eb-4711-9e5f-caab2e0c53ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139509 ms
Total Talk Time (AGENT): 61322 ms
Total Talk Time (CUSTOMER): 56469 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/edbaf9b1-a7eb-4711-9e5f-caab2e0c53ce_20250205T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I was calling to check eligibility for a patient that we've got.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with the eligibility. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][POSITIVE] Yes, so let me, I apologize, pull that right back up.
[CUSTOMER][NEUTRAL] So we have 02365833.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, first name [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active and for a breakdown of the benefits and the fee schedule, I can fax that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that would be fantastic.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention [PII] [PII].
[CUSTOMER][POSITIVE] Yep that is correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Fantastic, um, is there a reference number that I could have for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Alright, [PII] and then just [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Fantastic. I really appreciate your help.
[AGENT][POSITIVE] Oh, no problem, [PII]. You have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you so much bye.
[AGENT][POSITIVE] You're welcome. Bye.