AccountId: 011433970860
ContactId: fa19faae-d4fe-4e43-a054-e1918d97df24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102930 ms
Total Talk Time (AGENT): 51214 ms
Total Talk Time (CUSTOMER): 38980 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/fa19faae-d4fe-4e43-a054-e1918d97df24_20250210T20:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm with Doctor [PII]'s office, and I just need to verify eligibility on a patient.
[AGENT][POSITIVE] I'm sure [PII] can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 023 07851
[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, the effective date on this policy was [PII] and the policy is still active. And for a breakdown of all of the, the benefits, um, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK, um, yeah, it's [PII].
[CUSTOMER][NEUTRAL] Oh, actually that's our phone. I'm sorry it's uh [PII].
[AGENT][NEUTRAL] OK. Please repeat that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The phone
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Mhm. Thank you again for calling APL. bye.
[CUSTOMER][NEUTRAL] Um bye bye.