AccountId: 011433970860
ContactId: eee1dd2d-b3e5-4c08-9a07-bb5f224cc7eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112080 ms
Total Talk Time (AGENT): 53083 ms
Total Talk Time (CUSTOMER): 48801 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/eee1dd2d-b3e5-4c08-9a07-bb5f224cc7eb_20250611T18:47_UTC.wav
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[CUSTOMER][POSITIVE] That'd be very nice like I now I'm always affair with that, um, so like.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Genesis KUSA of [PII]. I'm calling to get eligibility to patients.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII] and I didn't get your name, sorry.
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got it, yeah.
[CUSTOMER][NEUTRAL] I would say you like the new contact.
[AGENT][NEUTRAL] And could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It is 1284177 M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] OK, so he no longer has the policy. All right. That's all I needed. Can I have a reference number, please?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Um, sure. So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye