AccountId: 011433970860
ContactId: f8b7a127-f474-47bf-8205-528c6e540d2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102040 ms
Total Talk Time (AGENT): 52809 ms
Total Talk Time (CUSTOMER): 36817 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/f8b7a127-f474-47bf-8205-528c6e540d2c_20250411T13:16_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Buckley Hospital. I need to verify patient eligibility and benefits for an outpatient facility, please.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it's 01965957 ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and I'm showing that this policy actually expired on [PII], and I'm not showing any active policies in our system.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for this call, please?
[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] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, I thank you that's gonna be all. Thank you for your help. Thank you. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye bye.