AccountId: 011433970860
ContactId: f9bab042-ab8f-4a8e-9b88-34ca5474b5f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109430 ms
Total Talk Time (AGENT): 44411 ms
Total Talk Time (CUSTOMER): 37214 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f9bab042-ab8f-4a8e-9b88-34ca5474b5f6_20250224T19:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I look at as a medical biller. If you can please assist me in verifying the patient's coverage.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Mr. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And I'm sorry, can you repeat the place of the you're calling from from my location?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's nice. OK.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Of course. I have here it is 017.
[CUSTOMER][NEUTRAL] 952 4
[CUSTOMER][NEUTRAL] 9 M like in Mary. L as in Larry 8.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Beige and [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, the effective date of the policy is [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.