AccountId: 011433970860
ContactId: eeb8c960-69f6-4d39-a091-6b725fa0e8b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80739 ms
Total Talk Time (AGENT): 28021 ms
Total Talk Time (CUSTOMER): 38910 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/2025/05/15/eeb8c960-69f6-4d39-a091-6b725fa0e8b2_20250515T21:42_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Jefferson Health, and I'm just calling to uh for eligibility for one of our patients.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, um, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it's 60801.
[AGENT][NEUTRAL] That's our payer ID. Do you have a social?
[CUSTOMER][NEUTRAL] Oh, when, um, coverage group.
[CUSTOMER][NEUTRAL] Oh, OK, it's um [PII] [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show the policy is lapsed as of [PII].
[CUSTOMER][POSITIVE] Oh, OK. [PII]. OK, all right, thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's all for now thank you.
[AGENT][POSITIVE] Thank you for calling ATO have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.