AccountId: 011433970860
ContactId: 05ae6b53-8900-4a32-ab0a-3d7ba496030b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62490 ms
Total Talk Time (AGENT): 29467 ms
Total Talk Time (CUSTOMER): 26530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/05ae6b53-8900-4a32-ab0a-3d7ba496030b_20250610T12:06_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning sir. My name is [PII]. I'm calling from the Jacksonville Sleep Center in [PII]. I'm just calling to verify benefits of a mutual patient.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. What is the patient policy number?
[CUSTOMER][NEUTRAL] The policy number is 2589673.
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. And we are Christina, the secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Perfect, I appreciate it and is there a reference number or is it just your name and today's date?
[AGENT][NEUTRAL] Just my name and today's date.
[CUSTOMER][POSITIVE] Alright, Ms. [PII], thank you so much you have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.