AccountId: 011433970860
ContactId: fc33c9f6-2a61-454a-8fe5-8ad366b3e5ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118129 ms
Total Talk Time (AGENT): 41129 ms
Total Talk Time (CUSTOMER): 35916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/fc33c9f6-2a61-454a-8fe5-8ad366b3e5ae_20250327T17:55_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify a patient's um benefits and eligibility.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][POSITIVE] Yes, it's gonna be [PII]
[AGENT][POSITIVE] And face if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02560613.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, one moment please.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, you've been great thank you so much have a great one.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.