AccountId: 011433970860
ContactId: fe4b5e49-4661-4cdc-8a4d-a920905ff203
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116150 ms
Total Talk Time (AGENT): 58550 ms
Total Talk Time (CUSTOMER): 34952 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/fe4b5e49-4661-4cdc-8a4d-a920905ff203_20250204T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] calling from Doctor [PII]'s office. I'm just calling uh calling for um.
[CUSTOMER][NEUTRAL] Eligibility please on a patient.
[AGENT][NEUTRAL] 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] Yeah it's [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure it's 02466415.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] 11585.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. And is this for the medical or dental policy?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, let me give you the correct policy number. The number you gave me was for dental.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] No, no problem. Um, bed.
[CUSTOMER][NEUTRAL] That's what she gave me.
[AGENT][NEUTRAL] Um, the number is 02466413.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanna know if it's active.
[AGENT][NEUTRAL] OK. Yes, ma'am. Well, first, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you, the verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Perfect all right thank you so much you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.