AccountId: 011433970860
ContactId: f718263d-be48-4907-8ffc-6905651bbe54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93099 ms
Total Talk Time (AGENT): 32680 ms
Total Talk Time (CUSTOMER): 42771 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f718263d-be48-4907-8ffc-6905651bbe54_20250306T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. I'm calling in regards to this to confirm a patient's eligibility and coverage.
[AGENT][NEUTRAL] OK, may I have your name? I can help you?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you and your callback number?
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] Policy number of the patient would be.
[CUSTOMER][POSITIVE] Out patient benefit
[CUSTOMER][NEUTRAL] 02 550885 M L as in Larry number 7.
[AGENT][POSITIVE] Thank you one moment please, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I have that as 02550885 ML7. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're only calling for eligibility or benefits as well?
[CUSTOMER][NEUTRAL] Yes, that's, and just eligibility.
[AGENT][NEUTRAL] OK, I can assist with that. Um, this policy shows effective as of [PII], and this policy shows active.
[CUSTOMER][POSITIVE] Perfect. [PII]. OK, um, thank you so much. That's all I really wanna know if it was active.
[AGENT][POSITIVE] OK, you're welcome [PII] thank you very much for calling APL. Have a good day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.