AccountId: 011433970860
ContactId: 05dc2835-3690-44a1-821d-c9e22b9b4042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64720 ms
Total Talk Time (AGENT): 28999 ms
Total Talk Time (CUSTOMER): 20022 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/05dc2835-3690-44a1-821d-c9e22b9b4042_20250411T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I need to get uh verification for a patient.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do, um, 02465498.
[AGENT][POSITIVE] Thank you. I'll pop up.
[AGENT][NEUTRAL] And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, so patient is active. The effective date on here is [PII]. We're the members secondary insurance, so this will cover uh deductible, co-pay, co-insurance of primary does not.
[CUSTOMER][POSITIVE] OK, alright, well that's all I needed to know thank you so much.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye.